TikTok Shop - Regional Buyer Experience Program Manager

e (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. We are looking for a Buyer Experience Program Manager role to manage and own the Buyer Experience in all eCommerce activities.

• Be responsible for elevating customers' shopping experience including cancellations, order fulfilment, aftersales processes, to identify gaps and design strategies.
• Define buyer experience related projects by benchmarking with industry standards to facilitate the buyer process on the platform across different markets in SEA.
• Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through the implementation.
• Develop and communicate buyer-related key initiatives to all stakeholders across global sites and increase synergy.
• Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
• Directly manage high-impact projects/programs wherever needed.
• Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
• Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives.
• Proactively engage internal functions, such as Service Delivery, Operations, Logistics and Product, to drive improvement efforts.

Qualifications

• BA/BS degree or equivalent practical experience.
• Minimum 5+ years business experience in the customer experience field.
• 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.
• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• 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