Voice of Customer (VOC) Experience - Program Manager




Seattle, WA


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 Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. 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.

Description E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Voice of Customer Experience Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the re-purchase rate.

Roles & Responsibilities

  • Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
  • Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the customer.
  • Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the customer throughout the project lifecycle.
  • Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
  • Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving customer experience.
  • Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
  • Manage prioritization and trade-offs among customer and seller experience.
  • Coach and provide guidance to regional teams to ensure customer satisfaction related metrics are improving.
  • Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans.
  • Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies. Qualifications
  • BA/BS degree or equivalent practical experience.
  • Minimum 5+ years business experience in service and experience field.
  • Experience in global service launches, especially in new market kickoff.
  • 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. Ability to work cross-group and cross-level, and with all levels of management.
  • Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
  • Experience managing complex data analytics and related business metrics.
  • 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.
  • Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
  • Strong ownership and a team player, always focused on delivering results with high standards.
  • Highly preferred bilingual skills and fluency in English as a must.
  • Experience in eCommerce or marketplace platforms.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://ecommerce.accommodations@https://tiktok.com. The base salary range for this position in the selected city is $104711 - $188522 annually.​Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees: ​We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

Why you should apply for a job to TikTok:

  • 5/5 in overall job satisfaction

  • 4.5/5 in supportive management

  • 100% say women are treated fairly and equally to men

  • 100% would recommend this company to other women

  • 100% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.