TikTok Shop - Global Customer Experience Recover Strategy Program Manager

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, with offices in 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. 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, innovate, and 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.

About the Team

E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.

The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to provide world-class service and experience for customers and sellers. We are looking for a Customer Experience Recover Strategy Program Manager to manage the compensation strategy for each region to fulfill the business needs and drive continuous improvement with cross-functional teams.

Roles & Responsibilities

• Responsible for the establishment and optimization of TikTok Shop's global compensation strategy, including expanding auto-compensation scenarios/strategies to proactively solve user pain points, and recovering user experience by optimizing manual compensation strategies and processes.
• Manage and upgrade compensation strategies, taking into account any localization requirements.
• Regularly analyze and research the compensation strategies and capabilities of major global e-commerce platforms to formulate the direction of compensation strategies and execution plans, ensuring TikTok Shop's compensation strategies remain competitive.
• Collaborate with relevant teams to improve the compensation system and product capability construction.
• Ensure that product capability fully supports compensation requirements in various scenarios, continuously optimizing the entire compensation process.
• Construct a compensation data monitoring mechanism, including budget formulation and usage monitoring, defining key metrics to evaluate the success of compensation strategies.
• Enable each compensation strategy to achieve maximum benefit goals within the budget, optimizing and retiring any compensation strategies based on performance data.
• Manage the compensation auditing team, responsible for building and optimizing the quality auditing strategy, process, and product capabilities.

Qualifications

Minimum Qualifications

• Bachelor's degree or above.
• 4+ years of related working experience in leading and managing customer success or compensation experience design.
• Expertise in project design.
• Strong communication skills and ability to drive results and manage changes.
• Good ability in data analysis and using data to define direction.

Preferred Qualifications

• Strengths in problem-solving, issue-resolution, and working in a deadline-driven environment.
• Attention to detail and ability to multitask.
• Flexibility in cross time zones and regional cooperation.

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