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.
About the Team
E-commerce's Governance and Experience 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. We are looking for an Experience Management Head role to lead the global Customer, Seller and Creator experience to make sure we prioritize all their needs and help the company remain competitive advantages in the eCommerce field.
Roles & Responsibilities
- Connect with corporate functional teams and collaborate with regional leadership teams as well as key market service delivery leaders to provide counsel and guidance on designing the customer and partner experience strategies, which aligns with global strategies and the latest eCommerce experience trend. Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and customer feedback trends to formulate customer-centric decisions.
- New market launch experience - Develop and execute an integrated customer and partner experience plan in the country we enter in to improve satisfaction across all segments, audiences and partner with business teams to drive accountability.
- Voice of Customer experience - Be accountable for the global customer response and escalation processes through the Top Issues, Executive Hot Feedback, Response Management and Make Things Right Fund to drive down customer contacts, thus to push CPO to a lower level. Drive necessary changes to demonstrate commitment and passion for our customers and partners.
- Post-sales and Logistics experience - Besides the overall customer journey, put special efforts to drive the post-sales experience to make customers happy via solving the shipment, delivery and packaging related issues to improve the opportunities of customer re-purchase rate.
- User experience - Uplift eCommerce customers/sellers/creators' experience via designing a set of service products, for example worry-free exchange for unfit size, partial return, x days worry-free return without reason and etc.
- Seller experience - Design a set of service products and streamline the tools to facilitate the sellers' business success. Make sure top sellers' retention on the platform and empower them to run business in more countries/regions per their business development needs.
- Customer insight - Drive improvements based on NPS survey findings. Do industry research and competitive analysis and share the findings across business teams. Develop spot survey and scenario-based light survey to get understand of customers' pain points, identify critical gaps and list improvement plans.
Qualifications
- BA/BS/MBA degree or equivalent practical experience.
- 5+ years of leadership experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.
- 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 drive 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 a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- 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.
