TikTok Shop - Senior Program Manager - Global Process, Experience

Responsibilities

About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

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.

About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the Team
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. We are looking for an experienced and strategic Senior Program Manager to work on US Experience global processes. With the US market driving TikTok Shop's global standards and capabilities, you will be responsible for streamlining global experience product planning, extending global capabilities, and enhancing collaboration across multiple regions. The role involves guiding product requests globally, aligning with various senior stakeholders, and facilitating the adoption of best practices. Furthermore, you will play a central role in future market expansions. The ideal candidate will have a proven track record in managing global stakeholders and cross-regional initiatives and will be able to manage competing priorities effectively.

Knowledge of experience-related domains such as Aftersales, Fulfillment, Customer Service, and Customer Trust is a strong plus.

Responsibilities
- Drive global product demand planning to streamline regional input and ensure global consistency in product prioritization.
- Act as a central point of contact for regional markets globally, driving the deployment of US-based capabilities to those global markets.
- Identify opportunities and drive strategic initiatives to extend US capabilities across global markets.
- Interface globally with senior stakeholders across cross-functional domains such as Buyer Experience, Product, Service, Fulfillment to align initiatives & priorities, drive deliverables & outcomes, and ensure timely delivery of projects.
- Partner with product and experience teams to develop high-quality business requirement documents that meet both regional needs and global objectives.
- Establish global best practices for Customer Experience domain.
- Support the launch of new markets.

Qualifications

Minimum Qualifications:
- 5+ years of program or product management experience.
- Experience managing cross-functional projects and delivering them on time.
- Strong communication and stakeholder management skills.

Preferred Qualifications:
- Working knowledge of eCommerce or marketplace platforms with strong understanding of Buyer Experience related domains such as Aftersales, Fulfillment, Customer Service and Customer Trust.
- Proven track record in managing large-scale global initiatives.
- Experience managing product demand intakes and integrating them into a strategic product roadmap.
- Strong ability to influence senior leadership and manage complex projects.

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.

#LI-Onsite