Job Description
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are looking for a highly strategic and execution-driven Program Manager to lead our Buyer Communications Transformation and Channel Expansion. In this role, you will own the end-to-end buyer transactional communication journey (Email, Push, SMS), drive the localization and decoupling of US messaging systems from global dependencies, and architect crisis-ready self-service tools. Additionally, you will partner closely with PR, Legal, and Customer Service to champion external trust initiatives, elevating our platform's reputation and compliance standing.
Responsibilities:
1.Communication Strategy & Transformation
- Own and revamp the end-to-end transactional communication journey (from Order Confirmation to Product Review, Logistics, and Returns).
- Optimize messaging clarity and policy visibility to drive engagement (e.g., MoM open rate lifts) while strategically reducing unnecessary click-throughs to lower avoidable customer service contacts.
- Lead the strategic decoupling of US buyer communications from Rest of World (ROW) architecture, enabling the US team to iterate independently, localize tone, and bypass engineering (R&D) dependencies for faster go-to-market execution.
2.Product Operations & Tooling Infrastructure
- Champion the vision and rollout of the self-service platform designed to eliminate fragmented tooling, enabling rapid, high-quality bulk buyer/seller outreach and compensation issuance during crisis moments.
- Modernize and govern internal content repositories (e.g., Starling). Establish structured governance, live-status indicators, and self-service preview functionalities to reduce tech debt, operational risk, and tooling clutter across 80K+ communication assets.
3.Performance Monitoring & Incident Remediation
- Centralize and own the Comms Performance Dashboard, providing unified cross-functional visibility into open rates, failure rates, CTRs, and delivery performance.
- Act as the primary escalation point for communication delivery issues. Proactively identify and resolve cross-functional conflicts (e.g., suppression caused by User Growth experiments) to ensure 100% delivery of critical aftersales and post-purchase notifications.
4.External Trust, Reputation & Compliance
- Partner extensively with CS, PR, Legal, and External Affairs to elevate platform credibility.
- Lead external Best in Customer Service award submissions, highlighting measurable improvements in rNPS, buyer protections, and seller safeguards.
- Support ongoing efforts to strengthen Better Business Bureau (BBB) standing and proactively engage with regulatory bodies (e.g., Attorney General) to reinforce compliance, transparency, and consumer protection standards.
Qualifications
Minimum Qualifications:
-Bachelor's degree in Business, Communications, Operations, or a related field.
-5+ years of experience in Customer Experience , Product Operations, CRM, or Program Management, ideally within a fast-paced e-commerce or global tech environment.
-Proven track record of owning and optimizing omni-channel customer communications (Email, Push, SMS) and measuring their impact on downstream experience metrics (e.g., contact rate reduction, CSAT, rNPS).
-Experience leading complex, cross-functional technical initiatives (e.g., decoupling global systems, building internal SaaS tools) with minimal engineering oversight.
-Analytical skills, with the ability to build performance dashboards and use data to identify friction points in the buyer journey.
-Demonstrated success in managing external reputation initiatives, crisis communications, or compliance-related projects.
Preferred Qualifications:
-Familiarity with localization management platforms and structured content governance.
-Previous experience collaborating with PR, Legal, or Government Affairs on consumer protection and platform trust narratives.
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.
