TikTok Shop - Aftersales Strategic Projects Senior Program Manager - Seattle

TikTok; Seattle (WA); On-site; USD 125,000 - 236,000; Full time

Job summary

A leading technology company is seeking a Senior Program Manager to enhance seller experiences at TikTok Shop. This role involves owning strategic initiatives, collaborating across teams, and influencing operations to ensure customer satisfaction and operational success.

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Paid holidays and sick days

Qualifications

• 5+ years of fulfillment experience in a services/product organization.
• Experience managing end-to-end business ownership.
• Proficient in designing and implementing experience KPIs.

Responsibilities

• Own the comprehensive roadmap for seller experience.
• Advise leadership and influence cross-functional teams.
• Engage with internal functions to drive improvement initiatives.

Skills

Customer advocacy

Project management

Cross-functional collaboration

Education

BA/BS/MBA degree

Job description

TikTok Shop - Aftersales Strategic Projects Senior Program Manager - Seattle

TikTok Shop - Aftersales Strategic Projects Senior Program Manager - Seattle

Responsibilities
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Senior Strategic Programs Manager who owns the end-to-end strategy for creating solutions that helps drive their success, and grow their trust in the platform

Responsibilities
- Assume complete ownership of the comprehensive roadmap aimed at enhancing the seller's understanding of platform operations and providing them with tools and support throughout the journey through collaboration with product teams
- Act as an advisor to the leadership team and exert influence on cross-functional teams to bring seller experience perspective to business imperatives, and new program launches
- Proactively engage with internal functions such as Governance and Experience, including Service Delivery, Operations, Process, Quality, Training, and SOP, to drive improvement initiatives.

Qualifications
Minimum Qualifications:
- BA/BS/MBA degree or equivalent practical experience.
- 5+ years of fulfillment experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.
- Passion for customers and partners and effective at designing and implementing experience KPIs and other measures.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.

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.


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 Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $125400 - $235980 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Technology, Information and Internet

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