Responsibilities

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.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Customer Experience Program Manager to spearhead our trust-building initiatives by enhancing customer trust across various touchpoints of the customer journey. This includes managing and optimizing badging systems to denote trustworthiness, as well as devising strategies to retain and convert users by showcasing the reliability and quality of our platform and its sellers. Additionally, you'll collaborate closely with cross-functional teams to ensure seamless integration of trust-building initiatives into the overall user experience. Your efforts will not only enhance customer satisfaction, but also contribute significantly to the long-term success and user perception of our platform.

Responsibilities
- Manage and administer user facing badging systems for customers to denote trustworthiness and quality across the platform.
- Identify specialized categories within the platform where nuanced trust-building opportunities exist, and develop tailored strategies to capitalize on these opportunities effectively.
- Develop and implement programs aimed at retaining and converting users by enhancing trust in sellers, products and the platform.
- Spearhead initiatives to build trust among users through strategies that encompass user reviews and feedback, performance metrics, and aftersales protections.
- Conduct market research and analysis to stay informed about commerce industry trends, competitive landscape, and customer preferences to identify opportunities for optimizing trust-building processes.
- Collaborate with cross-functional teams including Product, Customer Service, and Content to integrate trust-building initiatives seamlessly into the overall user experience.
- Monitor and evaluate the effectiveness of trust programs, collect user feedback, and conduct evaluations to measure impact.
- Ensure compliance with regulations and industry standards related to trust-building initiatives and proactively manage associated risks.
- Communicate trust-related initiatives, policies, and updates effectively to users, sellers, and internal stakeholders to maintain transparency and foster trust in the platform.

Qualifications

- BA/BS degree or equivalent practical experience.
- Minimum 5 years of relevant experience in an eCommerce or marketplace platform, showcasing an understanding of the customer journey and successful cross-functional project collaboration.
- Familiarity with trust-building strategies, customer feedback mechanisms, and industry best practices, particularly in the areas of user-facing badges, category-level programs, and associated aftersales protections and policies.
- Strong analytical skills with the ability to interpret data and drive actionable insights and solutions.
- Proficient in creative problem-solving, and adept at working in a deadline-driven environment with attention to detail and multitasking capabilities.

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 https://shorturl.at/cdpT2