About the team
E-commerce’s Governance and Experience (GNE) is a global team committed to achieving full customer satisfaction, fostering a sustainable sales environment, and ensuring an optimal purchase experience. As part of the GNE organization, the Experience Team aims to deliver trustworthy and exceptional experiences to all users of TikTok Shop. We seek a Program Manager to oversee and enhance our customers’ return and refund experiences.

Responsibilities
1) Assume complete ownership of domain-specific strategies focused on enhancing the customer aftersales experience, facilitating necessary changes through effective collaboration with cross-functional teams.
2) Develop a streamlined workflow, strategy, and logic for compensating customers facing experience-related issues.
3) Refine and optimize existing strategies through continuous audits to ensure alignment with organizational goals and target ROI.
4) Conduct regular in-depth analysis of Voice of the Customer (VOC) data to identify significant challenges customers encounter in our aftersales experience.
5) Construct a monitoring dashboard for aftersales activities. This dashboard will provide internal stakeholders a comprehensive view of post-sales operations and promote cohesion among functional teams.
6) Proactively engage with internal functions, such as Governance and Experience—Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement initiatives.