London Regular Operations Job ID: A38985A

Responsibilities

About Us TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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. About the Team E-commerce's Governance and Experience 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 is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an Experience Program Manager to manage the Automation and Self-service Experience Programs to make sure we prioritize above needs and help the company remain competitive in the E-commerce field. Roles & Responsibilities 1. Data analysis and a good understanding of customer's behavior, then establish Self-Service strategy with innovative thoughts; 2. Case study on lower performance scenarios to define the resolution self service needs to improve; 3. Works with corporate functional teams effectively to get the defined ability ready, and improve the resolution rate for the users; 4. Competitor's vision to know the gaps and directions automation needs to drive; 5. Set the Standard Operation Process or Knowledge management mechanism in the self service center to maintain the good quality of the content; 6. Ensures the 'End to End' performance has been monitored and proactively drives the resolution level to the significant direction.

Qualifications

1. BA or above degrees is needed; 2. 3+years' related working experience in an E-commerce company, having a good understanding of the users' shopping experience; 3. Good ability of data analysis, using the data to analyze the issue and track the effectiveness; 4. Strong ownership, communication in handling the project; 5. Self-motivation to continuously achieve significant results; 6. Ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role. 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.