Responsibilities
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.
Qualifications
Minimum Qualifications - Bachelor's degree or above degrees is needed. - 1+ year of customer experience recovery and compensation related working experience. - Expertise in project design, data analysis, communication skills, driving for results and managing changes. - Strengths in problem shooting, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. - Strong data analysis skills, with the ability to leverage data to define the direction and priority. Preferred Qualifications - Strengths in problem shooting, issue-resolution, working in a deadline-driven environment, attention to detail, and multitasking. - Flexibility in cross time zones and regions' cooperation.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
