Job Description
About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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.
About the Team
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 Moderation Team (SMT) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers. We are looking for a Customer Experience Recover Strategy Program Manager to manage the Compensation strategy for each region to fulfill the business needs, and drive continuous improvement together with cross functional teams.
Roles & Responsibilities
- Responsible for the establishment and optimization of TikTok Shop's global compensation strategy, including expanding auto-compensation scenarios/strategies to proactively solve user pain points, and recovering User Experience by optimizing manual compensation strategies and processes. At the same time, responsible for the management and upgrade of compensation strategies, and taking into any localization requirements.
- Responsible for regularly analyzing and researching the compensation strategies and capabilities of major global e-commerce platforms, and based on this, formulating the direction of compensation strategies and figuring out the execution plan, making TikTok Shop's compensation strategies always competitive as one of the available solutions, able to contribute to marketing/business expansion, and ensure TikTok Shop's compensation strategy should be equal to or may slightly above user expectations and market average levels.
- Collaborate with relevant teams to improve the compensation system and product capability construction. Ensure that the product capability can fully support the compensation requirements in various scenarios, including automatic or manual compensation requirements. Continuously optimize the entire compensation process (including pre, mid and post-compensation stages), and be responsible for the performance of efficiency/experience indicators such as compensation rate, accuracy, efficiency, and user perception.
- Responsible for the construction of the compensation data monitoring mechanism, including budget formulation and usage monitoring, defining key metrics which are able to evaluate whether the compensation strategy is successful or not. Enabling each compensation strategy to achieve maximum benefit goals within the budget, and using performance data as the key point to optimizing and retiring any compensation strategies. Responsible for compensation ROI.
- Participate in managing the compensation auditing team, responsible for building and optimizing the quality auditing strategy, process and product capabilities (workbench, etc.). Responsible for quality indicators such as auditing accuracy and compensation accuracy.
