Customer Experience Program Manager

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also merchants and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, merchants and creators. SET is looking for a User Experience Program Manager role to facilitate the commerce purchase process, design service and customer rights related products to fulfill the business needs.
Responsibilities

• Collaborate with key business group contacts, project teams and global/regional service contacts to design, develop and implement product training programs that support business objectives.
• Proactively engage Governance and Experience internal XFN teams to drive improvement efforts.
• Directly manage high-impact projects/programs wherever needed.
• Develop and communicate products to all stakeholders across global sites and increase synergy.
• Manage and prioritize a service product portfolio across different markets.
• Define all user related service products by benchmarking the industry service products to facilitate the purchasing process and drive customer retention.
• Create and maintain all product documentation and ensure that all training materials are accessible for the concerned country service delivery teams for readiness purposes.
• Seek out cross-project synergies (across global initiatives, regional plans and inter dependent projects) and ensure leveraged opportunities across all project initiatives.
• Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.

Qualifications
Qualifications

• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
• Expertise in project design, communication skills, driving for results and managing changes.
• Strong ownership and a team player, always focused on delivering results with high standards.
• Minimum 5+ years business experience in the service and experience field.
• Experience managing complex data analytics and related business metrics.
• Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Have the sense to balance experience and growth and drive 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.
• BA/BS degree or equivalent practical experience.
• Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
• Experience in global service launch, especially in new market kickoff.

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 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 [email protected]
Job Information
The base salary range for this position in the selected city is $101333 - $188522 annually.
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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.
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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:
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We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.