Job Description
Responsibilities
About the team
Governance and Experience is a global team aiming to build a safe and trustworthy platform 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.
We are looking for Ecommerce User Experience Strategy Managers to join our team to develop policies and optimise operations to optimise the buyer experience across their transactional journey, with a keen focus on their aftersales experience e.g. returns and refunds. As a Strategy Manager, you will run and implement projects, as well as drive operational optimisation to improve users shopping experience. You are highly analytical, able to identify core user painpoints and operational gaps from data, navigate ambiguity, and drive solutions across cross-functional teams. As a champion for user experience, you will develop ways to measure user concerns, define return and refund logics, work with the Product team to improve the UI, and partner Customer Service teams to optimise their SOPs.
1. Drive strategies and projects to optimise the customer experience, with a strong focus on aftersales experience.
2. Define and execute a customer trust and loyalty strategy for Japan.
3. Aggregate market research, customer insights, and perform data analytics to identify opportunities across various customer touchpoints to drive customer engagement and retention.
4. Directly manage, including designing, implementing new and optimizing existing, customer-facing programs, ensuring they deliver tangible value and resonate with the customers.
5. Collaborate with cross-functional and cross-regional teams to integrate loyalty initiatives across the customer journey and touchpoints.
6. Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
Qualifications
Minimum Qualification(s)
1. Strong BA/BS degree, preferably in a quantitative discipline.
2. Minimum 5+ years relevant experience in areas such as buyer membership/ loyalty programs, customer experience and insights, governance, management consulting, or aftersales experience e.g. Returns and refunds.
3. Passion for improving customer experience, and able to shuttle from strategy to operational optimisation.
4. Strong data skills; ability to use hard data and metrics to back up assumptions, recommendations to drive actions.
5. Strong programme management skills with strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
6. Japan language N1 qualification and fluency to work in Japan market.
7. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
Preferred Qualification(s)
1. Proven experience in data analysis such as SQL.
2. Experience from eCommerce or marketplace platforms is a plus.
3. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes.
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.
