Customer Experience Program Manager, GNE Global Selling

Posted 15 April 2024
Salary 125400-229140
Job type Permanent
Discipline Technology Sales
Contact NameAnna Genova

Job description

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.

Global Selling Consumer Experience Operation under e-commerce governance and experience (GNE) is mainly responsible for ensuring that goods exported are safe and trustworthy to consumers all over the world. We attach importance to customer satisfaction and are committed to policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for the role of Global Selling Consumer Experience Project Manager to manage and enhance the buyer experience.

- Set up customer experience bars and keep raising the bar, in terms of customer pre-order, ordering, and post-order phases, and define customer experience policies to support business growth worldwide.
- Ensure customer experience of buying, fulfillment, payment and after sales, by comprehensively considering the compliance requirements of destination countries; work with financial, tax and compliance teams to balance project benefits and costs, and to control risks.
- Improve after-sales return policies for global selling in various countries; establish specific return standards and corresponding product design schemes; cooperate with regional experience teams around the world to ensure the consistency of policies from the perspective of customers.
- Improve product capability by working with product teams to cope with customer experience policies and commitments.
- Benchmark cross border e-commerce partners to ensure the leading position of TTS experiences.
- Lead the design of end to end customer experience data tracking systems for global selling. Be result-oriented by cooperating with logistics, customer service centers, business experience and other departments, drilling down data and solving problems.
- BA/BS degree or equivalent practical experience.
- 5+ years business experience in the customer experience field.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in goal setting, project design, communication skills, driving for results and managing risks.
- 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.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Outstanding in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to details and good multi-task skills.
- Experience in eCommerce or marketplace platforms is a plus.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

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 [email protected].