TikTok Commerce - Customer Experience Operational 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.

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.

Responsibilities:
- Collaborate with user experience specialists to design commerce platform user experience policies
- 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's degree
- 3+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, or Compliance programs
- Proficiency in English and Spanish
- 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

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 beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2