TikTok Shop - Customer Experience Program Manager, Loyalty & Support

岗位职责 / Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

We're looking for a data driven customer experience program manager to join our growing EMEA team. In this role, you’ll work with colleagues across TikTok Shop to help identify problems and opportunities to enhance the buyer experience end-to-end - from building trust and confidence during the purchase journey to delivering exceptional support after the sale. You’ll analyse data and build business cases to improve processes, elevate satisfaction, and foster long-term loyalty.

We operate in a multi-sided marketplace and balance the needs of our customers (buyers), sellers and creators. Therefore, to be successful in this role you’ll need to have strong judgement, analytical problem solving and detailed planning skills. You’ll also need to have strong data and communication skills as you’ll use data driven business cases to align with a wide variety of stakeholders.

Responsibilities:

- Drive the end-to-end buyer experience, from ensuring seamless support interactions with marketplace sellers and platform support channels, to strengthening trust throughout the purchase journey.

- Build and execute a clear vision and strategy that enables customers to easily access help, enhances confidence in the platform, and improves satisfaction and loyalty.

- Own key buyer support and trust metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making.

- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design solutions, and negotiate project timelines and resources.

- Produce and own the project and product plan for implementation, including writing out Business Requirements Documents (BRDs) ensuring that all interdependencies are identified and tracked to schedule.

- Manage go-to-market (GTM) to successfully launch new products and policies and track post launch impact.

- Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and management to deliver initiatives to improve customer satisfaction and retention.

任职要求 / Requirements

Minimum Qualification(s):

- Bachelor's degree or Master's degree (or equivalent practical experience).

- Significant experience in Insights, Analytics, Product or Program Management for Customer Experience.

- Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.

- Proven experience using strong interpersonal and relationship-building skills to interact at all levels within the organisation and earn respect universally.

- Excellent verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.

Preferred Qualification(s):

- Experience preferably in an ecommerce or marketplace business.

- Comfort working in a fast-paced, ambiguous and high-growth environment.

- Cross-cultural communication and collaboration skills working cross-functionally in a global working environment.

- Experience in data analytics, SQL is preferred.