TikTok Shop - Customer Experience Operational Program Manager

TikTok Shop - Customer Experience Operational Program Manager at TikTok in Mexico City, Mexico.

Responsibilities

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

• 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 feedbacks.
• Handle cross-functional communications and prepare case and data summaries related to this domain.

Requirements

• Bachelor degree.
• 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or E-commerce Strategy, Seller or Product Growth, Risk, or Compliance programs.
• Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results.

Preferred Qualifications

• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.