Experience Strategy Manager
TikTok
Experience Strategy Manager
TikTok
Short-form video platform with ads
About the team With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative. At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace. Responsibilities - Devise data-driven, end-to-end experience and aftersales strategies for TikTok Local Services to protect consumers and drive customer satisfaction and loyalty. - Diagnose experience issues through data analysis and multi-stakeholder insights — VOC, VOB, and creator feedback — and translate them into targeted Experience and aftersales strategies; partner with cross-functional teams to implement measures that strengthen ecosystem health and resolve experience issues. - Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle — including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling. - Develop mechanisms to respond to customer feedback and proactively detect and prevent inferior experiences upstream; collaborate with cross-functional teams to turn insights into product, policy, service and process improvements, and measure the resulting impact. - Ensure fair treatment of cross-functional team while safeguarding the customer experience; engage stakeholders to understand their pain points, growth challenges and industry dynamics, balancing risk governance with growth enablement to deliver a strong business experience for legitimate partners. - Analyse recurring cases and root causes to surface systemic experience issues, and independently lead cross-functional improvement initiatives as needed.
Minimum Qualifications - Bachelor's degree or above, preferably in a quantitative discipline such as Mathematics, Statistics, Engineering or Data Analytics. - Experience in customer experience, aftersales, policy or related programmes across O2O, Local Services or E-commerce; - Strong data interpretation and analytical skills, with proficiency in querying and analytical tools. - Excellent written and spoken English, including a demonstrated ability to develop and articulate complex strategies in writing. Preferred Qualifications - Strategic thinking with solid programme management and communication skills; able to drive complex projects and influence multiple cross-functional teams. - Proactive, independent and self-driven, with the ability to thrive in ambiguity and manage multiple competing priorities in a fast-paced environment. - Familiarity with strategy consulting or seller operations is a plus.
About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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 a short-form mobile video platform that lets people create, discover, and share quick videos. Users upload vertical clips, edit them with built-in tools, and browse a personalized feed powered by an algorithm that highlights relevant content. Advertisers can use in-feed ads, branded hashtags, and the Business Center to plan and measure campaigns, making it easy for brands to reach a global audience. Its goal is to inspire creativity and bring joy by helping people express themselves and by connecting brands with a wide audience.
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