TikTok Shop - Customer Experience Operational Program Manager

Responsibilities

• Collaborate with user experience specialists to design commerce platform user experience policies.
• Analyze customer feedback and data to identify opportunities and take action in solving them.
• Write clear external-facing policy articles.
• Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.
• Investigate, manage, and resolve platform policy violations or process-related incidents.
• Build and maintain SOPs to efficiently handle these issues.
• Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedbacks.
• Handle cross-functional communications and prepare case and data summaries related to this domain.

Requirements

• Bachelor degree.
• 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or E-commerce Strategy, Seller or Product Growth, Risk, or Compliance programs.
• Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results.
• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

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Company Intel

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