TikTok Shop - Customer Experience Operational Program Manager

TikTok; São Paulo; Presencial; BRL 167 400 - 223 200; Tempo integral

Resumo da oferta

A leading e-commerce platform in São Paulo is seeking a Customer Experience Operational Program Manager to enhance user experiences and manage policy development. The role requires strong experience in customer experience, strategy, and operations, along with proficiency in English and Portuguese. The ideal candidate will work collaboratively to resolve user concerns and implement effective feedback mechanisms, contributing to an innovative and secure ecosystem.

Qualificações

• 5+ years of experience in related domains.
• Proficiency in English and Portuguese is required.
• Excellent stakeholder and program management skills.

Responsabilidades

• Collaborate with user experience specialists to design policies.
• Analyze customer feedback to identify opportunities.
• Write clear external-facing policy articles.
• Develop detailed execution playbooks based on overarching strategies.
• Investigate policy violations and maintain SOPs.

Conhecimentos

Customer Experience

Strategy

Operations Management Consulting

Platform Governance

Trust and Safety Policymaking

Formação académica

Bachelor degree

Descrição da oferta de emprego

Overview

TikTok Shop - Customer Experience Operational Program Manager

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. 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 an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

Responsibilities

• Collaborate with user experience specialists to design commerce platform user experience policies.


• Analyze customer feedback and data to identify opportunities and take action in solving them.


• Write clear external-facing policy articles.


• Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.


• Investigate, manage, and resolve platform policy violations or process-related incidents. Build and maintain SOPs to efficiently handle these issues.


• Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedbacks.


• Handle cross-functional communications and prepare case and data summaries related to this domain.

Qualifications

Minimum Qualifications:

• Bachelor degree


• 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, or Compliance programs.


• Proficiency in English and Portuguese required for the role.


• Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results

Preferred Qualifications:

• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

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

Job Details

• Seniority level: Mid-Senior level


• Employment type: Full-time


• Job function: Other


• Industries: Technology, Information and Internet