Senior Customer Experience Program Manager (Multiple Positions)

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.

About the Team Our team plays a crucial role in ensuring the company’s success. We seek people who are willing to learn and put in the effort to solve problems. Our challenges are not your regular day-to-day problems - you’ll be part of a team that’s developing new solutions to new challenges. It’s working fast, at scale, and we’re making a difference. We are looking for talents to join us on this exciting journey!

Responsibilities Drive the development and implementation of strategic business solutions to enhance the customer experience and improve the return and refund process. Develop and own a streamlined workflow for compensating customers for experience-related issues, including defining project scope and requirements, devising a comprehensive roadmap, and establishing key milestones. Analyze customer feedback and data to understand operational challenges and make actionable, data-driven recommendations to improve customer satisfaction and foster trust. Design and implement tracking tools to monitor milestones and key performance metrics, detect and mitigate risks, and identify areas for operational improvements. Collaborate with cross-functional stakeholders to ensure alignment on objectives and timelines throughout the project lifecycle. Mentor junior-level team members.

Qualifications Must have a Master's degree or foreign equivalent degree in Management, Business Administration, Analytics (any), Finance, Engineering (any), or a related field, and 2 years of related work experience; OR a Bachelor's degree or foreign equivalent degree in Management, Business Administration, Analytics (any), Finance, Engineering (any), or a related field, and 5 years of post-bachelor’s, progressive related work experience.

Of the required experience, must have 2 years of experience in each of the following: Project management, including collaborating with cross-functional teams to design, develop, and implement data-driven business strategies; Gathering and analyzing large digital data sets containing both structured and unstructured data to derive customer insights using Excel; Analyzing data related to user behavior, model performance, and revenue impact to identify potential improvement of a product; Designing user adoption funnel to detect user journey frictions; Reporting to business leaders and external stakeholders on project status and timelines; and Defining KPIs (Key Performance Indicators) and success metrics using OKRs (Objectives and Key Results).

Type: Full time, 40 hours/week Location: Bellevue, WA Salary Range: $156208 - $190000 per year

To Apply, click the apply button below. Contact [email protected] if you have difficulty submitting resume through the website.

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://tinyurl.com/RA-request

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