VOC Experience Program Manager - Global Selling

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Intro
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for the Voice of Customer Experience Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the re-purchase rate.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
- Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the customer.
- Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the customer throughout the project lifecycle.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving customer experience.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Manage prioritization and trade-offs among customer and seller experience.
- Coach and provide guidance to regional teams to ensure customer satisfaction related metrics are improving.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align with executive plans.
- 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.

Qualifications

Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience, and minimum 5 years business experience in service and experience field.
- Experience in global service launches, especially in new market kickoff.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Experience managi