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Shop - Customer Experience Lead, GNE Global Selling - Seattle

3 months ago

Seattle, Washington, United States TikTok Full time

TikTok Shop - Customer Experience Manager, GNE Global Selling - Seattle


Seattle
Regular
Operations
Job ID: A44399


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. Global Selling Consumer Experience Operation under e-commerce governance and experience (GNE) is mainly responsible for ensuring that goods exported are safe and trustworthy to consumers all over the world. We attach importance to customer satisfaction and are committed to policies, rules and systems to ensure quality.

Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for the role of Global Selling Consumer Experience Project Manager to manage and enhance the buyer experience. Responsibilities

  • Set up customer experience bars and keep raising the bar, in terms of customer pre-order, ordering, and post-order phases, and define customer experience policies to support business growth worldwide.
  • Ensure customer experience of buying, fulfillment, payment and after sales, by comprehensively considering the compliance requirements of destination countries; work with financial, tax and compliance teams to balance project benefits and costs, and to control risks.
  • Improve after-sales return policies for global selling in various countries; establish specific return standards and corresponding product design schemes; cooperate with regional experience teams around the world to ensure the consistency of policies from the perspective of customers.
  • Improve product capability by working with product teams to cope with customer experience policies and commitments.
  • Benchmark cross border e-commerce partners to ensure the leading position of TTS experiences.
  • Lead the design of end to end customer experience data tracking systems for global selling.

Be result-oriented by cooperating with logistics, customer service centers, business experience and other departments, drilling down data and solving problems.


Qualifications



Minimum Qualifications

  • BA/BS degree or equivalent practical experience.
  • 5+ years of business experience in the customer experience field, and 3+ years of people management exp.
  • Strong analytical and quantitative skills, with the ability to use hard data and metrics to support assumptions, recommendations, and drive actions.
  • Exceptional problem-solving and issue-resolution abilities; adept at working in a deadline-driven environment, with keen attention to detail and strong multi-tasking skills.
  • Excellent verbal and written communication skills, with demonstrated experience engaging and influencing senior executives.

Preferred Qualifications

  • Passion for customers and partners, with proven effectiveness in designing and implementing experience KPIs and other measures.
  • Expertise in goal setting, project design, communication, driving results, and managing risks.
  • Ability to advocate and influence without direct ownership.
  • Skilled at navigating through ambiguity and thriving in a fast-changing, matrix environment.
  • Experience in eCommerce or marketplace platforms is a plus.

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



Job Information



The base salary range for this position in the selected city is $ $229140 annually.​

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: ​

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​