TikTok Shop - Customer Insights Program Manager, GNE - Seattle

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 dedicated to ensuring customer satisfaction, fostering a sustainable sales environment, and enhancing the purchase experience. Within GNE, the Experience Team is seeking a Customer Insights and Strategy, Program Manager to analyze customer feedback, drive data-driven improvements, and ultimately reduce contacts while enhancing customer satisfaction. As an Insights Manager on the Customer Voice team, you will gather, analyze, and advocate for our customers' feedback in order to drive product and operational enhancements. You will collaborate with teams across GNE, UXR, Data Science and Product to understand our customers and drive impactful programs and solutions that transform that understanding into action across the organization.

Responsibilities
- Develop and execute a comprehensive customer feedback strategy, aligning insights with in-depth data analyses to better comprehend customer pain points.
- Create an effective customer insight strategy based on feedback collected from customers through various feedback channels. Present feedback findings to the leadership team, reinforcing key drivers of customer experience, and providing actionable improvement recommendations based on customer feedback.
- Establish communication channels and integration processes for customer insights into cross-functional action plans, ensuring ongoing tracking and reporting. Act as the advocate for customers throughout project lifecycles.
- Synthesize customer feedback across multiple feedback funnels into actionable insights and recommendations for our product and operations teams to enhance product design, functionality, and the overall customer experience.
- Establish and maintain robust feedback channels, leveraging various sources such as support tickets, CSAT surveys, social channels, NPS, and other direct and indirect feedback mechanisms.
- Maintain and iterate on a dashboard to track and report on key customer experience metrics, trends, and insights.
- Interface with cross-functional teams to identify pain points and root causes, and project manage solutions.
- Connect with and influence senior stakeholders by presenting both qualitative and quantitative findings to further drive customer-first solutions.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years of business experience in the service and experience field.
- Experience managing data analytics and related business metrics.
- Experience with Voice of the Customer programs and translating customer feedback into product recommendations, and driving solutions.
- Advocate for users' needs, understand their issues, and influence future solutions to help keep our business customer-first.

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:

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $188522 annually.​

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.​

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: ​

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. ​

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. ​

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.​