Why you should apply for a job to 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.
#E6319
Position summary
About Us
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.
About the team
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 Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. Service and Experience Team is looking for a Customer Experience Program Manager role to focus on NPS improvement and drive benchmark study.
Responsibilities
1. Make deep-dive analysis of NPS data and customer feedback to expose business operation issues and identify owners of solution.
2. Work with User Research department to drive analysis of NPS key drivers, identify root cause of experience issues and initiate projects to make improvements.
3. Proactively connect with regional experience metric owners from category, operation and product teams to track and push to drive the progress of improvement actions.
4. Organise and lead routine NPS reviews with stakeholders from different relevant domains.
5. Push spot survey or scenario-based survey to understand customer needs/pain points on each point of eCommerce business, such as Product Detail Page introductions, and service entrance so as to classify the questions and push changes.
6. Manage prioritization and trade-offs among customer and seller experience.
7. Coach and provide guidance to regional teams to ensure NPS related metrics are improving.
8. 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 the customer experience and provide actionable recommendations for improvements based on the voice of the customer.
9. Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executiuo plans.
10. Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies.
11. Coordinate with VoC and closure of key concern points captured in NPS detractor’s feedback.
12. System integration of NPS for feedback collection over various channels.
1. BA/BS degree or equivalent practical experience.
2. Minimum 5+ years business experience in service and experience field.
3. Expertise in daily NPS operation and continuous improvement initiatives.
4. Expertise in project design, communication skills, driving for results and managing changes.
5. Proven capability in leading a crossfunctional/multi-geographical virtual team to achieve project goals.
6. Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
7. Ability to advocate and influence while not owning directly.
8. Ability to work cross-group and cross-level, and with all levels of management.
9. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
10. Experience managing complex data analytics and related business metrics.
11. Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
12. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
13. Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
14. Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
15. Strong ownership and a team player, always focused on delivering results with high standards.
16. Good written and verbal communication skills in English.
17. 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.
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
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 to 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.