TikTok E-commerce - Experience Program Manager - Automation and Self-Service

m 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 Moderation Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an Experience Program Manager to manage the Automation and Self-service Experience Programs to make sure we prioritize above needs and help the company remain competitive in the E-commerce field.

Roles & Responsibilities

1. Data analysis and well understanding of customer's behavior, then establish ‘Automation and Self-Service’ strategy with innovation thoughts;
2. Works with corporate functional teams effectively to get the defined ability ready, and improve the resolution service level to the users;
3. Restructures the Standard Operation Process or Knowledge in the Self-Service center and improves the satisfaction rate of users;
4. Trains the 'Automation and Self-Service' ability based on the logic behind, then continuously improving its smartness;
5. Ensures the 'End to End' performance been monitored and proactively drives the resolution level to the significant direction.
6. BA or above degrees is needed;
7. 3+years' related working experience in the E-commerce company, having a good understanding of the users' shopping experience;
8. Good ability of data analysis,and having experience in using SQL;
9. Strong ownership, communication in handling the project;
10. Self-motivation to continuously achieve significant results;
11. Experience of creating and improving SOP and solution of customer facing issues;
12. Familiar with Help Center, Chabot training is preferred.

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.