Overview
Be among the first 25 applicants.
The Experience Team within TikTok's E-commerce Governance and Experience (GNE) organization seeks a Program Manager to oversee and enhance the customer return and refund experiences.
Responsibilities
Assume complete ownership of domain-specific strategies focused on enhancing the customer aftersales experience, facilitating necessary changes through effective collaboration with cross-functional teams.
Develop a streamlined workflow, strategy, and logic for compensating customers facing experience-related issues.
Refine and optimize existing strategies through continuous audits to ensure alignment with organizational goals and target ROI.
Conduct regular in-depth analysis of Voice of the Customer (VOC) data to identify significant challenges customers encounter in our aftersales experience.
Construct a monitoring dashboard for aftersales activities to provide internal stakeholders a comprehensive view of post-sales operations and promote cohesion among functional teams.
Proactively engage with internal functions, such as Governance and Experience—Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement initiatives.
Qualifications
Minimum Qualifications: BA/BS degree or equivalent practical experience.
Business experience in the service and experience field.
Proficient in designing and implementing experience KPIs and other evaluative measures.
Ability to advocate and influence without direct ownership, working effectively across groups and levels, and engaging with all tiers of management.
Experience in managing data analytics and related business metrics.
Preferred Qualification: Able to undertake travelling and open to work across timezones.
About TikTok
TikTok is the leading destination for short-form mobile video.
Our mission is to inspire creativity and bring joy.
TikTok's global headquarters are in Los Angeles and Singapore, with offices in multiple cities worldwide.
Why Join Us
We aim to inspire creativity, build great products, and foster a diverse, inclusive, and collaborative environment.
We embrace curiosity, humility, and an Always Day 1 mindset to achieve meaningful breakthroughs for our users and stakeholders.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
Our platform connects people globally, and so does our workplace.
We celebrate diverse voices and strive to reflect the communities we reach.
Seniority level
Associate
Employment type
Full-time
Job function
Business Development and Sales
Industries
Technology, Information and Internet
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