Head of Customer Experience, AMS Governance and Experience

Posted 15 April 2024
Salary 172900-304000
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 imagination 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.

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. As the regional leader of Customer Experience, you will be highly data-driven and make strategic decisions regarding end-to-end customer-facing experiences and understanding the voice of the customer. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.
Who We're Looking For
- Create and execute customer-centric experiences that drive engagement across the entire end-to-end customer journey that includes discovery, purchase, fulfillment, refunds, returns and customer service.
- Responsible for driving customer value and uncovering customer voice, needs, behaviors, and outcomes that drive our features, policies and strategies.
- Develop and implement strategic initiatives to enhance customer interactions, satisfaction, and repeat purchases.
- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives.
- Oversight and ensure constant improvements in customer metrics (e.g., purchase, operations, fulfillment, satisfaction, customer contact, complaints).
- Enhance our Customer Benefits Program and the policies that protect the customer's purchase, fulfillment, communication, return and refund rights.
- Conduct root cause data analysis and identify opportunities throughout the customer shopping experience that fix key gaps and delight our customers
- Organization Design and expand the Customer Experience team. Provide mentorship and guidance to build a successful multi-layered team that can achieve GNE, US and AMS goals. Manage staff planning and contribute to budget planning process.
- Effectively manage relationships with stakeholders across business, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.
- Bachelor's degree in Marketing, Business, or a related field.
- Proven experience in a senior leadership role with a focus on Go-to-Market and customer engagement
- At least 5 years of professional experience in customer facing fields within E-commerce or transactional platforms
- At least 5 years of people management experience in managing multi-cultural/multi-locations
- Experience conceiving, coordinating, analyzing and disseminating qualitative and quantitative research projects
Preferred Qualifications
- Graduate degree in business, marketing law, finance, or other.
- Experience using data and metrics to measure impact and determine improvements
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders
- Experience with post-purchase experiences that include fulfillment, returns, refunds and contact
- Experience in risk management, regulatory affairs, compliance or internal controls
- Successful implementation of large and complex programs, products and/or features
- Marketplace retail experience with third party (3P) sellers/merchants and fulfillment models

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]