TikTok Local Services - Experience Strategy Manager

TikTok; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

TikTok Local Services is seeking an Experience Strategy Manager to lead data-driven, end-to-end experience and aftersales strategies that protect consumers and boost loyalty. You will diagnose issues via data and stakeholder insights, then partner with cross-functional teams to implement improvements across the aftersales lifecycle.

You will build policies, SOPs, processes and rules, respond to feedback, and proactively prevent inferior experiences upstream while balancing risk with growth for

Qualifications

• Bachelor's degree or above in quantitative discipline (Math/Statistics/Engineering/Data Analytics).
• Experience in customer experience, aftersales, policy across O2O/Local Services/E-commerce.
• Strong data interpretation and analytical skills with proficiency in querying tools.
• Excellent written and spoken English; ability to articulate complex strategies in writing.

Responsibilities

• Devise data-driven, end-to-end experience and aftersales strategies to protect consumers and drive satisfaction and loyalty.
• Diagnose experience issues through data analysis and stakeholder insights and translate them into targeted strategies; partner with cross-functional teams to implement improvements.
• Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling.
• Develop mechanisms to respond to customer feedback and detect and prevent inferior experiences upstream; collaborate to turn insights into product, policy, service and process improvements.
• Ensure fair treatment of cross-functional teams while safeguarding the customer experience; engage stakeholders to understand pain points and growth challenges, balancing risk with growth enablement.
• Analyze recurring cases and root causes to surface systemic issues and lead cross-functional improvement initiatives.

Skills

Data analysis

English fluency

Cross-functional collaboration

Strategic thinking

Education

Bachelor’s degree or above in Mathematics/Statistics/Engineering/Data Analytics

Job description

TikTok Local Services - Experience Strategy Manager

Location:

Employment Type:

Regular

Job Code:

A36510

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Responsibilities

• Devise data-driven, end-to-end experience and aftersales strategies for TikTok Local Services to protect consumers and drive customer satisfaction and loyalty.
• Diagnose experience issues through data analysis and multi-stakeholder insights — VOC, VOB, and creator feedback — and translate them into targeted Experience and aftersales strategies; partner with cross-functional teams to implement measures that strengthen ecosystem health and resolve experience issues.
• Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle — including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling.
• Develop mechanisms to respond to customer feedback and proactively detect and prevent inferior experiences upstream; collaborate with cross-functional teams to turn insights into product, policy, service and process improvements, and measure the resulting impact.
• Ensure fair treatment of cross-functional team while safeguarding the customer experience; engage stakeholders to understand their pain points, growth challenges and industry dynamics, balancing risk governance with growth enablement to deliver a strong business experience for legitimate partners.
• Analyse recurring cases and root causes to surface systemic experience issues, and independently lead cross-functional improvement initiatives as needed.

Qualifications

Minimum Qualifications

• Bachelor's degree or above, preferably in a quantitative discipline such as Mathematics, Statistics, Engineering or Data Analytics.
• Experience in customer experience, aftersales, policy or related programmes across O2O, Local Services or E-commerce;
• Strong data interpretation and analytical skills, with proficiency in querying and analytical tools.
• Excellent written and spoken English, including a demonstrated ability to develop and articulate complex strategies in writing.

Preferred Qualifications

• Strategic thinking with solid programme management and communication skills; able to drive complex projects and influence multiple cross-functional teams.
• Proactive, independent and self-driven, with the ability to thrive in ambiguity and manage multiple competing priorities in a fast-paced environment.
• Familiarity with strategy consulting or seller operations is a plus.

Job Information

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.

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