Job Description
Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users.
Responsibilities
- Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
- Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
- Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
- Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.
Qualifications
Minimum Qualification(s)
- Capable to conduct experience analysis, data-driven analysis, and strategy iteration, master Data Analysis tools, and possess excellent business analysis skills and judgment.
- Strong logical thinking and problem-solving abilities, excellent communication and collaboration skills, proactive work attitude, high sense of responsibility and risk awareness.
Preferred Qualification(s)
- Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
- Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.
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.
