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
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
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 Customer Experience Program Manager to spearhead our Special Projects initiative. In this role, you will play a pivotal role in enhancing customer experience across our existing specialized categories while driving projects to elevate the customer journey for newly added categories.
Responsibilities

• Optimize the aftersales strategy for the preowned luxury and collectibles categories, aligning with overall business goals.
• Support with the implementation of a 3rd party authentication service, and facilitate the process for post-sale inspection and authentication.
• Conduct market research and analysis to stay informed about trends, competitive landscape, and customer preferences within the specified categories.
• Develop strategies to protect and optimize the customer journey in specialized categories.
• Monitor and analyze the performance of specialized categories, making data-driven decisions for continuous improvement.
• Work closely with business operations teams on seller performance and feedback in the specialized categories.
• Focus on enhancing the customer journey within the specialized categories, addressing feedback, and implementing improvements to drive customer satisfaction.
• Drive innovation by identifying opportunities for new features, services, or policies within the preowned luxury and collectibles categories.
• Regularly communicate category performance updates, insights, and recommendations to internal and external stakeholders through clear and effective reporting.

Qualifications

• BA/BS degree or equivalent practical experience.
• Minimum 5 years of relevant experience in an E-commerce company, showcasing an understanding of the customer journey and successful cross-functional project collaboration.
• Understanding of the e-commerce landscape, particularly in the areas of preowned luxury and collectibles.
• Specific expertise in the categories of preowned luxury and collectibles, including an understanding of market trends, customer behavior, and best practices.
• Proficient in problem-solving, and issue resolution, and adept at working in a deadline-driven environment with attention to detail and multitasking capabilities.

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 https://shorturl.at/cdpT2
Job Information
The base salary range for this position in the selected city is $104711 - $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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Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees 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.