Tiktok E-commerce Experience Program Manager

3 days ago

Jakarta, Indonesia TikTok Full time

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.

Description
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers 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, sellers and creators. We are looking for an experienced Launch Readiness Program Manager role to be part of the global expansion plan.

Roles & Responsibilities
- Development, implementation and management of a new market launch readiness framework to support Service Delivery in its pursuit of quality improvement, client satisfaction, and cost efficiency efforts.
- Management and prioritization of a portfolio of projects and programs.
- Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
- Directly manage high-impact projects/programs wherever needed.
- Seek out cross-project synergies (across global initiatives, regional plans and inter dependent projects) and ensure leveraged opportunities across all project initiatives.
- Maintain and track new launch scorecard for each program progress, drive for improvements to make sure a smooth hand-over to operations.
- Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for new delivery centers.
- Collaborate with key business group contacts, project teams and global/regional service contacts to design, develop and implement readiness training programs that support business objectives.
- Proactively engage Governance and Experience internal functions to drive improvement efforts.
- Develop and maintain service level agreements to define, document and manage key relationships with internal stakeholders.
- Develop and communicate standards to be implemented based on COPC certification requirements across global sites.
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years business experience in service and experience field.
- Experience in global service launch especially in new country/markets kickoff.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- 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.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Experience in eCommerce or marketplace platforms.

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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