Senior Customer Experience Program Manager (Multiple Positions)

About the role

Our team plays a crucial role in ensuring the company's success. We seek people who are willing to learn and put in the effort to solve problems. Our challenges are not your regular day-to-day problems - you'll be part of a team that's developing new solutions to new challenges. It's working fast, at scale, and we're making a difference. We are looking for talents to join us on this exciting journey!

Responsibilities

• About TikTok
• 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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
• Why Join Us
• Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible.
• Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
• We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company.
• Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come.
• By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users.
• When we create and grow together, the possibilities are limitless.
• Join us.
• Drive the development and implementation of strategic business solutions to enhance the customer experience and improve the return and refund process.
• Develop and own a streamlined workflow for compensating customers for experience-related issues, including defining project scope and requirements, devising a comprehensive roadmap, and establishing key milestones.
• Analyze customer feedback and data to understand operational challenges and make actionable, data-driven recommendations to improve customer satisfaction and foster trust.
• Design and implement tracking tools to monitor milestones and key performance metrics, detect and mitigate risks, and identify areas for operational improvements.
• Collaborate with cross-functional stakeholders to ensure alignment on objectives and timelines throughout the project lifecycle.
• Mentor junior-level team members.

Requirements

• of post-bachelor's, progressive related work experience.
• Of the required experience, must have 2 years of experience in each of the following:
• Project management, including collaborating with cross-functional teams to design, develop, and implement data-driven business strategies;
• Gathering and analyzing large digital data sets containing both structured and unstructured data to derive customer insights using Excel;
• Analyzing data related to user behavior, model performance, and revenue impact to identify potential improvement of a product;
• Designing user adoption funnel to detect user journey frictions;
• Reporting to business leaders and external stakeholders on project status and timelines; and
• Defining KPIs (Key Performance Indicators) and success metrics using OKRs (Objectives and Key Results).
• Type: Full time, 40 hours/week
• Location: Bellevue, WA
• Salary Range: $156208 - $190000 per year
• To Apply, click the apply button below. Contact lpresumes@tiktok.com if you have difficulty submitting resume through the website.
• #IND-DNI
• Job Information
• [For Pay Transparency] Compensation Description (annually)
• The base salary range for this position in the selected city is $156208 - $190000 annually.
• Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications,

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