TikTok Shop - Voice of Business Program Manager

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

Description
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Voice of Business Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the GMV.

Roles & 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 analysis and assessment of business and seller/creator satisfaction scores. 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.
- Create communication and assist in defining the integration processes for VOB insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle.
- Provides innovative and comprehensive solutions to improve seller/creator satisfaction and simplify seller/creator 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 seller/creator 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 seller/creator satisfaction related metrics are improving.
- Present and report key business outcomes with measurable data and voices from business partner (seller/creator) to the senior management team to align on 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

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5 years experience in Voice of Business or Voice of Customer field in the eCommerce industry.
- Passion for business partners and customers and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.

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 is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious belief