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.
About the Team
E-commerce's Governance and Experience (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. Global eXperience Center (GXC) is part of the GNE organization and aligned with GNE organization direction, which is to build a customer-centric organization. As a global experience center, we will strengthen our global capabilities to enable business success and empower our regional teams with global expertise, policies, tools, and frameworks.
We are looking for an Aftersales Program Manager who will focus on the post-sales customer experience, and develop data-driven strategies to drive improvements in this regard.
Roles & Responsibilities
1. Manage and develop Return & Refund and general Aftersales portfolios for TikTok Ecommerce business.
2. Be responsible for elevating customers' post-purchase experience including product review, cancellations, return, refund and exchange processes; find gaps and design strategies.
3. Design programs aiming to improve buyer experience of refund and return process by working closely with cross-functional teams and produce business requirement documents.
4. Analyze and track key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change; develop and implement best practices/SOPs across the region.
5. Work closely with customer service teams to summarize and investigate customer dispute issues and drive dispute resolution improvement through SOP improvements and other strategies.
6. Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through the implementation.
7. Classify the post-sales activities by scenario and push for improvements based on scenario-based operation findings.
8. Define a clear goal to reduce customer efforts in terms of return & refund. Share the goals across business functions with Logistics Team or other relevant teams, via OKR alignment, and other shared projects.
Qualifications
1. BA/BS degree or equivalent practical experience.
2. Minimum 5+ years business experience in service and experience field.
3. Experience in global service launch especially in new market kickoff.
4. Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
5. Expertise in project design, communication skills, driving for results and managing changes.
6. Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
7. Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
8. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
9. Experience managing complex data analytics and related business metrics.
10. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
11. Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
12. Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
13. Strong ownership and a team player, always focused on delivering results with high standards.
14. 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.
