Experience Program Manager - NPS, Global Experience Center

TikTok

San Jose, CA

Why you should apply for a job to TikTok:

5/5 in overall job satisfaction

4/5 in supportive management

Ratings are based on anonymous reviews by Fairygodboss members.

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.

We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.

Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

#A237564

Position summary

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok. 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. Global eXperience Center (GXC) is part of the GNE organization and aligned with GNE organization direction, which is to build a customer-centric organization. As a global experience center, we will strengthen our global capabilities to enable business success and empower our regional teams with global expertise, policies, tools, and frameworks. We are looking for a Customer Experience Program Manager role to focus on NPS improvement and drive benchmark study. Responsibilities - Make deep-dive analysis of NPS data and customer feedback to expose business operation issues and identify owners of solution; - Work with the User Research department to drive analysis of NPS key drivers, identify root cause of experience issues and initiate projects to make improvements; - Proactively connect with regional experience metric owners from category, operation and product teams to track and push to drive the progress of improvement actions; - Organise and lead routine NPS reviews with stakeholders from different relevant domains; - Push spot survey or scenario-based survey to understand customer needs/pain points on each point of eCommerce business, such as PDP introductions, and service entrance so as to classify the questions and push changes; - Manage prioritization and trade-offs among customer and seller experience; - Coach and provide guidance to regional teams to ensure NPS related metrics are improving; - Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to leadership team to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the customer; - Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executiuo plans; - Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies; - Coordinate with VoC and closure of key concern points captured in NPS detractor’s feedback - System integration of NPS for feedback collection over various channels. - BA/BS degree or equivalent practical experience. - Minimum 5+ years business experience in service and experience field. - Expertise in daily NPS operation and continuous improvement initiatives. - Expertise in project design, communication skills, driving for results and managing changes. - Proven capability in leading a crossfunctional/multi-geographical virtual team to achieve project goals. - Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization. - Ability to advocate and influence while not owning directly. - Ability to work cross-group and cross-level, and with all levels of management. - Able to navigate through ambiguity and a fast growing environment, proven track record to thrive in a matrix environment. - Experience managing complex data analytics and related business metrics. - Passion for customers and partners and effective at designing and implementing experience KPI's and other measures. - Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions. - Strengths in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. - Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives. - Strong ownership and a team player, always focused on delivering results with high standards. - Experience in eCommerce or marketplace platforms is a plus. 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. TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected] The base salary range for this position in the selected city is $106666 - $198444 annually.Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees: We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company