TikTok Shop - Governance Buyer Experience Manager

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Join us.

About the Team
E-commerce's 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. Our mission is to provide world-class service and experience for customers, sellers, and creators.

Responsibilities

1. Monitor and Own Key CX Metrics: Track and analyze key customer experience metrics such as CSAT, NPS and CX operational metrics to drive improvements in customer satisfaction and loyalty.
2. Root Cause Analysis: Identify root causes impacting key metrics by analyzing input drivers like payment methods and logistics gaps. Proactively highlight potential challenges / events that may affect upcoming performance based on market events, and assist in root cause analysis by explaining country-level fluctuations.
3. Understand Market Dynamics: Gain insights into challenges throughout the end-to-end customer journey, particularly in aftersales service. Conduct competitor benchmarking to assess their policies and updates, identifying strengths and weaknesses. Engage directly with customers and stakeholders on the ground to assess buyer expectations against market gaps and propose targeted solutions that enhance satisfaction and loyalty.
4. Engage with market Stakeholders and Cross-Functional Teams: Actively participate in ground-level interactions to understand issues and challenges while collaborating with operations and cross-functional teams. Grasp commercial drivers, identify blockers, and leverage hands-on experience to make informed recommendations that enhance customer experience and support business objectives.
5. Propose and Implement market Initiatives: Develop and implement initiatives, standard operating procedures (SOPs), and policy changes to address unique market needs, driving performance and customer satisfaction.
6. Support Go-to-Market Strategies & Program Execution: Assist in developing and executing go-to-market strategies and configurations for Experience programs, ensuring alignment with customer needs and business objectives. Provide insights into customer preferences and expectations to effectively support the execution of these programs.

Qualifications

Minimum Qualification

• BA/BS degree or equivalent practical experience.
• Minimum 3+ years relevant experience in areas such as buyer programs, customer experience and insights. eCommerce or marketplace platforms is a plus.
• Passion for improving customer experience, with a willingness to engage directly with issues and get hands-on to understand challenges on the ground.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations to drive actions.
• Strong project management skills with strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes.

Preferred Qualification

• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.

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.

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