TikTok Shop - Customer Experience Operational Program Manager

TikTok Shop - Customer Experience Operational Program Manager

Location:

Employment Type: Regular

Job Code: A

Responsibilities

• Collaborate with user experience specialists to design commerce platform user experience policies.
• Analyze customer feedback and data to identify opportunities and take action in solving them.
• Write clear external‑facing policy articles.
• Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.
• Investigate, manage, and resolve platform policy violations or process‑related incidents.
• Build and maintain SOPs to efficiently handle these issues.
• Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedback.
• Handle cross‑functional communications and prepar...