Partner Experience Lead, GNE

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.

#A95110

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 striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is seeking a Partner Experience Management Lead for the US region to drive the regional Seller and Creator Experience to the next level. The role will make sure we look after and prioritize all partners' requests and help with their success on the platform. Responsibilities - Led the partner experience team to design the regional experience strategy. Manage and prioritize a seller experience portfolio across different markets. The full experience will include both partners and creators who run their businesses on the platform. - Design a set of service products and streamline tools to facilitate the partner's business success. Make sure top partners stay on the platform and empower them to run business in more countries/regions per their business development needs. - Design the support strategy and framework for key accounts, non-managed accounts, creators, and affiliates. - Connect with corporate functional teams and collaborate with regional leadership teams and key market service delivery leaders to provide counsel and guidance on designing partner experience strategies, which align with global strategies and the latest eCommerce experience trend. Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and partner feedback trends to formulate correct business decisions. - Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule. - Drive improvements based on the findings from the regional seller satisfaction survey. Do industry research and competitive analysis and share the findings across business teams. Develop spot survey and scenario-based light survey to get an understanding of partners' pain points, identify critical gaps, and list improvement plans. - Lead the Voice of Partner programs for the region. Collaborate with global VOC program teams to drive synergy among buyers, sellers, and creators. Be accountable for the regional key partner issue analysis and work with cross-functional teams to drive the resolution. Drive necessary changes to demonstrate commitment and passion for our partners. - Work on the partner's self-help strategy and deploy the service entrances properly to address the partner's pain points. - BA/BS/MBA degree or equivalent practical experience. - 5+ years of leadership experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership. - Passion for customers and partners and effective at designing and implementing experience KPIs and other measures. - 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-changing environment, proven track record to thrive in a matrix environment. - Experience managing complex data analytics and related business metrics. - Strong verbal and written communication skills with demonstrated experience in engaging and influencing senior executives. - Experience in eCommerce or marketplace platforms. 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 $132000 - $241200 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