Job Description
Responsibilities
About the team
With the mission of Inspiring New Life and Helping Good Business, Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.
In this regard, the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.
As a Senior Strategy & Planning Manager within the GNE team, you will be a key pillar of the team. You will help devise and provide a strategic overview of GNE's key output indicators, success metrics and necessary capabilities roadmap. This will include thorough user research and competitor benchmarking, to ensure that GNE adopts industry-leading best practices to ensure a trustworthy ecosystem and best-in-class user experience for the Local Services business environment.
Responsibilities
1. Track, plan, and coordinate costs, workforce resourcing, and utilisation. Ensure sufficient BPO and Budget resources for GNE to undertake activities -- pertaining to moderation, customer service, education, and service recovery -- to support required outcomes. Through data-driven methods, make progress on cost efficiencies while maximising desired outcomes.
2. Undertake strategic planning activities (e.g., target-setting, resourcing, budget allocation, target-setting, etc.) across GNE's functional domains. Work horizontally with functional teams to build strategic solutions roadmaps and projects prioritisation across all resourcing, product and tools features, etc.
3. Assess and devise GNE's key input and output metrics and success indicators; support GNE functional teams to focus on data-driven and appropriate outcomes and benchmarks. Work with cross-functional teams like Data Science and Data Engineering to derive and implement such indicators.
4. Conduct competitor research and benchmarking. Provide GNE functional teams the necessary insights into industry-leading best practices regarding devising governance and experience strategies and measurement systems.
5. Track progress and utilisation against set targets and success indicators. Conduct data-driven root-cause and impact analyses; devise data-driven recommendations to address gaps and areas of improvement.
6. Devise data-driven analyses, strategies and solutions; and undertake key projects to solve ad-hoc problem statements as needed (eg driving automation and cost efficiencies through LLM or GPT). Work with GNE functional teams and cross functional stakeholders, such as Finance, Algorithm, Product, Engineering, Legal, Business teams, as needed, to implement required solutions and drive outcomes.
7. Synthesise research and analyses; and prepare written reports, documentation and presentations. Present outcomes and recommendations in a legible and structured format to management and stakeholders.
Qualifications
Minimum Qualifications
1. 3+ years of experience in driving data-driven governance and experience programmes within O2O, Local Services, E-commerce, strategy consulting, operations management, seller risks, seller operations, or related governance & experience programmes. Experience in BPO operations and/or experience in management consulting will be a plus.
2. Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
3. Strong data acumen will be required for this role. Advanced proficiency in utilising querying and analytical tools, and conducting data analysis (minimally SQL, Python) is necessary.
4. Strong ability to independently conduct in-depth research, competitor benchmarking and data analytics projects.
5. Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
6. Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.
Preferred Qualifications
1. Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements will be a plus.
2. Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
