TikTok Shop - Content Strategy Program Manager, GNE - Seattle

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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 Strategic Content Program Manager to design an effortless, best-in-class customer experience by driving the strategic direction of user-facing content across the customer journey. You'll be responsible for developing strategies for effective and accessible content to support strategic programs, and maintaining high visibility of informative content. This role is a central and integral component to the Customer Experience organization, and a strategic operator who will help drive the success of our initiatives by spearheading the identification, implementation, and optimization of user-facing content as it relates to aftersales, fulfillment, special categories and customer protection programs.

Responsibilities
- Develop and manage content strategies for Customer Experience programs, aligning with strategic goals and tailoring content for optimal customer experience.
- Continuously measure and enhance the performance and business impact of customer experience content, and regularly communicate results to the stakeholders.
- Use customer feedback channels to identify opportunities to enhance and integrate content
- Work with core teams across Product, Eng, Operations and Content Design to enhance content quality and presentation.
- Utilize graphic design and instructional design to create c-end articles that engage and educate users on core policies.
- Devise strategies for displaying dynamic content based on buyer segmentation.
- Work with product and operations subject matter experts to adapt content assets to the relevant strategies across the Customer Experience pillar.
- Conduct A/B testing of content strategies with data, product, and research teams, and leverage insights to refine copy strategies and introduce innovative approaches to product experiences.
- Contribute to the design and development of user-facing content that aligns with our goals to enhance policy awareness and provide clear, accessible content across the user journey.
- Derive the content strategy for special categories that require enhanced communication to users.
- Conduct market research and analysis to stay informed about trends, competitive landscape, and customer preferences across eCommerce marketplaces.

Qualifications

Minimum Qualification
- BA/BS degree or equivalent practical experience.
- 5+ years of program or project management experience.
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
- Experience working cross-functionally with tech and non-tech teams; Proven strong written and verbal skills; ability to turn complex concepts into easy-to-understand resources.
- Strong project management skills to ensure communication across teams and to foster collaboration across stakeholders.

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