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. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Program Manager role to manage and own our customers' return and refund experience.

Responsibilities
- Assume complete ownership of the comprehensive roadmap aimed at enhancing the customer aftersales experience. Facilitate changes through collaboration with product teams.
- Develop a streamlined workflow and strategy for compensating customers for experience-related issues.
- Take charge of conducting an in-depth analysis of Voice of the Customer (VOC) data to pinpoint significant challenges customers encounter with our aftersales experience.
- Construct a monitoring dashboard for aftersales activities to offer all internal stakeholders a comprehensive view of post-sales operations, promoting cohesion among functional teams.
- Proactively engage with internal functions such as Governance and Experience, including Service Delivery, Operations, Process, Quality, Training, and SOP, to drive improvement initiatives.

Qualifications

- BA/BS degree or equivalent practical experience.
- Minimum 5 years of business experience in the service and experience field.
- Effective at designing and implementing experience KPIs and other measures.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Experience managing data analytics and related business metrics.

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