Responsibilities

　　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 imagination 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.

　　E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Customer Experience Program Manager role to facilitate and oversee Key Account Integration into TikTokShop.

　　Responsibilities:

　　- Collaborate with business operations and product teams to seamlessly integrate Key Accounts into the TikTok Shop platform.

　　- Define an efficient mechanism for processing policy exception requests, implementing an internal tiered system for streamlined approvals.

　　- Partner with Account Managers to understand business requirements and execute policy exceptions.

　　- Analyze our aftersales policies and processes to ensure a comprehensive understanding of how each unique exception may impact overall customer experience.

　　- Directly manage high-impact projects within the customer experience domain, ensuring successful outcomes.

　　- Work cross-functionally to meet deadlines and maintain transparent communication with stakeholders on project progress.

　　- Collaborate closely with product teams to facilitate 3rd party return service integrations and configure policy changes.

　　- Own and maintain the master directory of each individual account integration and policy exception, documenting all changes to share with broader team.

　　- Work closely with cross-functional teams, including business operations, product management, and operations, to ensure seamless integration and execution of return service integrations.

　　Qualifications

　　- BA/BS degree or equivalent practical experience.

　　- 5+ years of relevant experience in an E-commerce company, showcasing a profound understanding of the customer journey and successful cross-functional project collaboration.

　　- Strong ownership mentality and a team player, consistently delivering results with high standards.

　　- Ability to manage multiple parallel projects, ensuring deadlines and quality standards are met.

　　- Expertise in project design, exceptional communication skills, proven ability to drive results, and adept at managing changes.

　　- Experience working with 3rd party return services, including Narvar, Happy Returns, etc.

　　- Strong verbal and written communication skills, demonstrated through drafting and maintaining high-level documentation.

　　- Curious and inquisitive, eager to ask challenging questions to ensure the customer experience is of upmost priority.

　　- Proficient in problem-solving, issue resolution, and adept at working in a deadline-driven environment with attention to detail and multitasking capabilities.

　　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 [email protected]

　　Job Information

　　[For Pay Transparency] Compensation Description (annually)

　　The base salary range for this position in the selected city is $104711 - $188522 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.