TikTok Shop - Customer Experience Operational Program Manager

Responsibilities

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

• 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.

Qualifications

Minimum Qualifications:

• 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.

Preferred Qualifications:

• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast‑paced, changing environment.

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.

Diversity & Inclusion

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 Accommodation

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