TikTok Shop - Post-purchase Experience & Customer Compensation Strategy

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At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Introduction
The E-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated.
With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better commerce experience to our users. We are looking for passionate and talented people to join our operations team, together we can build an E-commerce ecosystem that is innovative, secure and intuitive for our users.

Responsibilities

• Develop policies and strategies to enhance user experiences, particularly in resolving customer issues, while balancing compliance requirements, consumer satisfaction, and risk management.
• Create clear return standards and collaborate on product design solutions that align with those standards.
• Design and implement data tracking systems to monitor user experience, analyze performance, and address issues, focusing on improving customer satisfaction and other key metrics. Manage data reporting for this area.
• Lead cross-functional collaboration with teams such as logistics, product, payments, and risk to ensure seamless execution of user experience strategies.
• Undertake expatriate assignment or extensive travel globally , exceeding 80% of the time, to fulfill business-related commitments and objectives.

Qualifications

Minimum Qualifications

• Bachelor degree preferably in a quantitative field such as Analytics, Statistics, Mathematics, Engineering, Economics, Data Science or equivalent degree.
• Proven experience on e-commerce governance strategies or policy-making.
• 5 years of experience in related domains, including Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, Compliance, or Experience programs.
• Proficiency in English is required for this role.
• Excellent stakeholder and program management skills, to influence cross-functional stakeholders and senior leaders to achieve results. Preferable in demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

Preferred Qualifications

• Experience in explaining complex solutions in a simple way and able to influence others without authority.
• Highly data driven, with experience analyzing and utilizing data-driven methodologies for business analysis, e.g, policy making, risk discovery, or program design.

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.