About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Centre (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Customer Experience Recover Strategy Program Manager who can focus on the analysis of customer's experience barriers and design the compensation strategy to fulfill business' needs.

Roles & Responsibilities
- Identify customer experience barriers, and establish compensation strategies with innovative thoughts by utilizing data analysis to boost customer experience.
- Regularly research key e-commerce platforms compensation strategy and improve Tiktok Shop's current ones to ensure we are always competitive in providing excellent user experience.
- Monitor existing compensation strategies' performance, and come up with plans to further improve compensation effectiveness.
- Collaborate with functional teams to strengthen compensation system capability.
- Enrich the notification channels to create awareness after compensation.
- Study the markets, users, scenarios and define the best cost and gain optimization strategy.