Description
Responsibilities
The TikTok E-commerce Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators globally. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
SSC is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement. Responsibilities
- Support the execution of "Voice of the Customer/Business/Creators" program and align service insights with in-depth user analyses in order to better understand and predict user behaviour.
- Develop effective intelligence and business insight based on analysis and assessment of customer inputs and satisfaction scores.
Present feedback results to leadership teams to advocate overall drivers of our customer's experience and provide actionable recommendations for improvements.
- Create communication and assist in defining the integration processes for service insights into cross-functional action plans; and establish on-going tracking and reporting.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Identify innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Support the reduction of customer friction points across for multiple areas and influence key stakeholders both internally and externally.
- Present and report key business outcomes with measurable data and voices from customers to the management team to align on executive plans.
- Work closely various internal and external teams, e.g. Experience, Governance, Service Delivery, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.
Minimum Qualification(s)
- 1+ years business experience in program management, customer insights and/or and experience field.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing key stakeholders.
- Demonstrated structured thinking and learning agility.
Comfortable operating in a fast-paced environment with high expectations for ownership and growth.
- Customer-focused with an analytical mindset, comfortable using KPIs and metrics to identify experience gaps and support improvement initiatives.
- Able to prioritize effectively and support planning and execution of initiatives in a cross-functional environment.
Ability to work cross-group and cross-level. Preferred Qualification(s)
- Experience in eCommerce, marketplace platforms or high-growth tech environments is a plus.
- Exposure to supporting regional or global initiatives is a plus.