TikTok Shop - VOB Program Manager

About The Team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. 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 a commerce ecosystem that is innovative, secure and intuitive for our users.



As part of GNE organization, our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Voice of Business Program Manager role to analyze sellers' and creators' feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the GMV.



Role and Responsibilities

- Drive a comprehensive "Voice of the Business" strategy and define methods to align VOB insights with in-depth business partner (seller/creator) analyses in order to better understand and predict seller/creator behavior.

- Develop effective intelligence and business insight strategy based on seller/creator contacts. Present feedback results to leadership teams to reinforce overall drivers of the business partner (seller/creator) experience and provide actionable recommendations for improvements based on the voice of the business.

- Lead communication with key stakeholders, both internally and externally, to activate VOB insights into cross-functional action plans; establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle.

- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving seller/creator experience.

- Manage prioritization and trade-offs among buyer and seller experience.

- Work closely with finance, strategy BI, logistics, policy, risk management, category managers and product and tech teams to ensure project delivery and successful collaboration across geographies.