Job Description
Responsibilities
About the team
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 seeking a Seller Ecosystem & API Strategy Program Manager to define the strategic architecture of our seller-facing API ecosystem, harmonizing technical infrastructure with human-centric operations to support how our sellers communicate with buyers and our platform. You will bridge the gap between technical product capabilities and operational excellence. By driving end-to-end process improvements and deep API service optimization, you will empower sellers to serve buyers more effectively, ultimately moving the needle on buyer CSAT and seller API adoption.
Responsibilities
- API Strategy & Parity: Lead the charge in ensuring total functional consistency across all touchpoints, including the Seller Center, Seller Chatbot, and 3rd-party integrations. You'll drive a seamless seller experience across tools, ensuring that every interaction supports a consistently excellent customer experience.
- Operational Automation: Identify friction points in the seller lifecycle and design automation initiatives to eliminate manual overhead. You will transform brute force processes into elegant, scalable workflows.
- Exception Design & Edge Case Management: You'll design resilient processes to anticipate and manage operational exceptions, defining the rules and workflows that keep resolution increasingly automated, consistently handled, and effectively invisible to the buyer.
- Seller Enablement & API Utilization: You will champion how sellers adopt and use our APIs, driving education, best practices, and tooling that make integration straightforward and high-value. You'll partner with cross-functional teams to create guides, templates, and support models that help sellers unlock richer use cases, deepen their engagement with our platform, and fully leverage API capabilities in their day-to-day operations.
- Data-Driven API Experience: You will ensure our APIs are optimized to provide sellers with the data they need to deliver a positive customer experience, improving their response times and service quality.
- Cross-Functional Leadership: Act as the glue between Product, Engineering, and Operations. You will translate complex technical API requirements into clear operational roadmaps with formal business requirement documents to enable solid handoff to product.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5+ years of experience in API integrations or solutions architecture within ecommerce, customer strategy, experience analytics, service operations, product strategy, or related fields.
- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
- Strong analytical and structured thinking skills.
- Customer obsession around metrics like CSAT, API latency impact on operations, and seller tool ROI.
Preferred Qualifications
- Program management experience, specifically within e-commerce, API product management, or technical operations.
- Strong executive communication skills with demonstrated ability to influence product, ops, and policy leaders.
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.
