E-Commerce - Insights Program Manager

TikTok; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Uma oportunidade excitante na TikTok para um Program Manager que irá liderar a equipe de Service Insights, focando na criação de um ambiente de e-commerce confiável e agradável. O candidato ideal terá experiência significativa em análise de dados, com habilidades em comunicação e uma forte capacidade de resolver problemas, atuando em um ambiente dinâmico e colaborativo.

Qualificações

• Mínimo de 3 anos de experiência em negócios na área de serviços e experiência.
• Proficiência em inglês e português é necessária.
• Capacidade comprovada de gerenciar dados complexos e métricas de negócios.

Responsabilidades

• Dirigir uma estratégia abrangente de 'Voz do Cliente' e desenvolver inteligência efetiva com base em análises.
• Criar comunicação e definir processos de integração para insights dos clientes nos planos de ação.
• Apresentar e relatar resultados-chave de negócios com dados mensuráveis.

Conhecimentos

Análise de dados

Soluções inovadoras

Comunicação

Trabalho em equipe

Formação académica

BA/BS degree ou experiência prática equivalente

Descrição da oferta de emprego

Responsibilities
Description
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. The Service Delivery team is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement. This Program Manager also handles training and implementation with BPO teams to play a critical role in translating operational insights into scalable improvements. This role bridges process, quality, and enablement.

Roles & Responsibilities
- Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
- Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.
- Create communication and assist in defining the integration processes for customer insights into cross-functional action plans; and establish on-going tracking and reporting.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align with executive plans.
- Work closely with various internal and external teams, e.g. Experience, Governance, Moderation, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.

Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 3+ years business experience in service and experience field.
- Proficiency in English and Portuguese is required for the role.
- Demonstrate the ability to balance user experience and business growth, while driving the planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Proven experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.

Preferred Qualifications:
- Experience in global service launches, especially in new market kickoff.
- Experience in eCommerce or marketplace platforms.
- Skilled in problem-solving, issue resolution, multitasking, and meeting tight deadlines with strong attention to detail.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
- Results-driven team player with strong ownership and high standards.

About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.


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.


TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Internet Marketplace Platforms

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