TikTok E-commerce Customer Experience Program Manager - VOC

TikTok

Singapore

Why you should apply for a job with TikTok:

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.

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Position summary

E-commerce's Governance and Experience 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 Experience Team is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for Voice of Customer Experience Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve re-purchase rate. Roles & Responsibilities - Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior. - Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to the leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer. - Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish ongoing tracking and reporting. Represent the voice of the customer throughout the project lifecycle. - Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at the global level. - Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third-party sellers while improving customer experience. - Lead the development of the strategy and vision for multiple areas and influence key stakeholders both internally and externally. - Manage prioritization and trade-offs among customer and seller experience. - Coach and provide guidance to regional teams to ensure customer satisfaction-related metrics are improving. - Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans. - Work closely with finance, strategy BI, logistics, policy, risk management, category managers and product and tech team to ensure project delivery and successful collaboration across geographies. - BA/BS degree or equivalent practical experience. - Minimum 5+ years business experience in service and experience field. - Experience in global service launch especially in new market kickoff. - Passion for customers and partners and effective at designing and implementing experience KPI's and other measures. - Expertise in project design, communication skills, driving for results and managing changes. - 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 analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive 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 a demonstrated experience engaging and influencing senior executives. - Strong ownership and a team player, always focused on delivering results with high standards. - Bilingual is highly preferred with fluency in English as a must. - Experience in eCommerce or marketplace platforms.

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

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

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.