TikTok Shop – User Experience Program Manager Full Time NEW

Responsibilities

1. Optimize customer experience of overseas apparel goods and operate related products/system. Establish a user experience standard and optimization process to continuously improve user experience, based on platform governance guidance.
2. Connect with user research, customer service teams, and other teams to comprehensively and accurately obtain the original voices of customers. Analyze customers’ pain points and needs, provide corresponding improvement plans, and follow up on the results.
3. Be sensitive to product functionality and data changes in customer experience. Comprehensively evaluate the impact of product functions on customer experience, advise where to improve, and connect with the product team for timely optimization.
4. Understand the industry status quo, obtain insights, analyze the motives and needs of target users, ensure the output and implementation of the experience improvement plans, conduct project reviews and summarize in a timely manner.

Qualifications

Minimum Qualifications:

1. Good analytical skill, systematic thinking, able to summarize problems and conduct research and analysis on user needs.
2. Good product mindset and empathy for users, experienced in user research, interaction design and prototype development.
3. Adaptive to a new environment, resistant, collaborative, with good communication skills. Cooperate well with business operations, user research and development teams to drive value creation, based on understanding of the business.
4. Familiar with the trends of customer experience improvement in the e-commerce industry. Be able to adopt new technologies and tactics to improve product experience. Able to accurately understand product/system characteristics, propose the requests, and effectively follow up with product development progress.

Preferred Qualifications:

1. Experience with platform governance, commodity quality management, product/system transformation, and background in the cross-border e-commerce industry.

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

Job Information

The base salary range for this position in the selected city is $106,000 – $273,000 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:

• 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents, and a Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
• 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.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
3. Exercising sound judgment.

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Tagged as: customer service, Tech, technology