TikTok Shop -Seller Onboarding Support Strategy Manager

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About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.
The Selling Partner Support (SPS) team are looking for a SOS Strategy Manager role to be responsible for designing an optimal onboarding journey and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop go to market strategies and deliver the perfect onboarding experience for TikTok Shop merchants.

Responsibilities

• Design optimal onboarding journey for merchants, leveraging data, user research to understand sellers' profiles, operational pain points, and the root causes of issues that affect sellers' business performance.
• Lead and collaborate in cross functional (e.g. product, policy, logistics) conversations and successfully drive seller onboarding strategy.
• Identify issues, develop hypotheses, execute analysis, figure out opportunities and provide solutions to drive onboarding process optimisation in EMEA.
• Quantify and track the effect of operational actions and find out the optimization direction of the product and operation plan, pushing forward the product requirements and ensuring fulfillment.
• Formulate and implement the right SOP by consolidating policies, data and driving the go to market strategy across stakeholders.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience, advanced degree preferred.
• At least 3 years of experience in strategy operations related role, plus if within merchant/commercial vertical
• Proficiency in data analysis. Strong preference in dashboard building, simple modelling, SQL, Python related experience
• Adaptability: Thrive in a fast-paced and often ambiguous environment, demonstrating agility and resilience in response to changing priorities and challenges.

Preferred Qualifications

• Six Sigma or other process design certifications advantageous.

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.