TikTok Shop - Product Strategy and Operation Manager, Voice of Seller

Responsibilities

About TikTok

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.

About The Team

Join the TikTok Shop Seller Experience, Voice of Seller team, where we are dedicated to empowering sellers and enhancing their experience on our platform. Our team plays a pivotal role in championing the needs and feedback of our sellers, ensuring their voices are heard and acted upon within our organization.

As the Analytics Program Manager in this team, you will lead our voice of seller program, acting as the liaison between our seller community and internal teams. Your insights and initiatives will drive meaningful improvements to our e-commerce platform, ultimately enhancing the seller experience and fostering growth.

Responsibilities:

• Develop and execute strategies to gather feedback from sellers on their experience, product features, and services provided by our e-commerce platform.
• Utilize a variety of channels, including service tickets, social listening, and qualitative research, to analyze seller feedback and identify actionable insights.
• Deliver compelling reports and presentations to senior management, providing valuable insights and recommendations derived from seller feedback and program initiatives.
• Collaborate closely with cross-functional teams to implement necessary changes and enhancements based on feedback and data analysis.
• Cultivate and maintain strong relationships with key product and business stakeholders, advocating for the Voice of Seller program and driving alignment on seller-centric initiatives.
  
  

Qualifications

Minimum Qualifications:

• Exceptional organizational skills and a proven ability to effectively manage multiple projects in a fast-paced environment.
• Strong analytical capabilities with proficiency in both quantitative and qualitative data analysis techniques.
• A track record of successfully collecting and analyzing customer feedback to drive actionable insights and process improvements.
• Outstanding communication skills, with the ability to collaborate effectively with stakeholders across all levels of the organization.
  
  

Preferred Qualifications:

• Bachelor/Master degree in related fields such as Computer Science, MBA, or Marketing.
• 5 years of experience leading voice-of-seller programs within the e-commerce industry, demonstrating a deep understanding of seller needs and market trends.
• Genuine passion for delivering an exceptional social commerce experience for our valued sellers.
  
  

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 ecommerce.accommodations@tiktok.com.

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $121600 - $232644 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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:

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