TikTok Shop - Customer Experience Program Manager, Fulfilment

TikTok; Singapore; In loco; SGD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

TikTok is hiring a Customer Experience Program Manager, Fulfilment to join the GNE team in Singapore. You will shape safe and trusted interactions across our global e-commerce ecosystem, work with logistics partners to implement customer-centric solutions, and drive improvements in delivery-related product features, customer service, and communications.

The role requires strong analytical and planning skills, stakeholder management, and the ability to operate across product, engineering, and

Competenze

• 3+ years of experience in Strategy, Project or Program Management for Customer Experience or e-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
• Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insights.

Mansioni

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design solutions, and negotiate project timelines and resources.
• Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
• Manage go-to-market (GTM) to successfully launch new products and policies and track post launch impact.
• Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
• Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and management to deliver initiatives to improve customer satisfaction and retention.
• Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Conoscenze

Strategy

Project Management

Program Management

Customer Experience

Formazione

Bachelor's degree or higher

Strumenti

SQL

Python

Descrizione del lavoro

TikTok Shop - Customer Experience Program Manager, Fulfilment

Employment Type:

Regular

Job Code:

A159221

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust. We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on. You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem. The e-Commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-Commerce experience to our users. This role sits within the EMEA e-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience (CX). In this role, you'll use data and customer feedback to scope opportunities to improve delivery experience. You will build data driven business cases and work closely with our logistics partners to implement customer centric solutions to our delivery related product features, customer service, and communications. To be successful in this role you will need to have strong analytical, problem solving, planning and stakeholder management skills.

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design solutions, and negotiate project timelines and resources.
• Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
• Manage go-to-market (GTM) to successfully launch new products and policies and track post launch impact.
• Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
• Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and management to deliver initiatives to improve customer satisfaction and retention.
• Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Qualifications

Minimum Qualification(s)

• 3+ years of experience in Strategy, Project or Program Management for Customer Experience or e-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
• Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insights.

Preferred Qualification(s)

• Experience in data analytics, SQL or Python.
• Experience working in a fast-paced, ambiguous and high-growth environment.
• Collaboration experience and demonstrable skills working cross-functionally in a global working environment.

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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