Responsibilities
Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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 Tik Tok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make Tik Tok 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 Tik Tok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

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 Tik Tok 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, together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

You will join a high-performing, learning-oriented, analytical team motivated to work hard, have fun, and make history. The ideal candidate will be enthusiastic about managing challenging, lengthy projects across multiple teams/functions. We are looking for a specialist responsible for managing programs/projects affecting overall user and seller experience - someone who understands both Commercial and Platform Governance perspectives.

This role requires an individual with superior communication, presentation, and organizational skills, as well as good business acumen/insight and the ability to work with business operations, business intelligence, and Governance teams. The successful candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, an ability to work in a fast-paced and ever-changing environment, and driven by a desire to innovate in this space. You will also partner with product management teams as well to identify long-term features and programs to improve the seller, creator, and customer experience on Tik Tok.

Join us as we drive the future of e-commerce here at Tik Tok.

Responsibilities:
Understand seller, creator, and customer (i.e. Tik Tok Users) insight regarding experience and behavior:

• Working closely with customer-facing teams to understand the problem areas - namely account management, category management, customer service
• Understand the pain points of users when faced with current platform policies or using existing product features
• Market research by benchmarking and learning current market practice, i.e. other e Commerce platforms as well as other social platforms

Data/intelligence gathering, analysis, and presentation

• Gather and analyze seller insight and seller feedback to come up with seller experience improvement suggestions and work with cross-functional teams for solution
• Communicate analysis and insights to stakeholders and business leaders, both verbally and in writing.

Stakeholder management and communication

• Being a bridge between the Account/Category Management team and the Governance team, as well as other cross-functional departments, in terms of policy fluencies as well as an industry insight expert
• Build strong communication channels at all levels, set proper expectations, provide clear status communications, and manage toward a growth plan.
• Managing key improvement initiatives and projects: Drive new product launches and relationship extensions by partnering with business development and other cross-functional teams.
• Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.

Qualifications

Minimum Qualifications:

• 5+ years of working experience in consulting, project management, process management, or similar experience
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and driving actions. Fluency with MS Office and other data analytical tools is a good plus
• Strengths in problem-solving, issue resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Excellent communication skills to convey key insights from complex analysis in business terms to both internal and external members. Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management

Preferred Qualifications:

• Experience in e Commerce or marketplace platforms is a plus
• Ability to drive an objective-focused conversation with related stakeholders. Good communication skills
• Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization
• Able to navigate through ambiguity and a fast-changing environment, proven track record to thrive in a matrix environment
• Strong ownership and a team player, always focused on delivering results with high standards
• Passion for customers and partners and effective at designing and implementing experience KPIs and other measures
• Bilingualism is highly preferred with fluency in English as a must

Tik Tok 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 Tik Tok, 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.