TikTok Shop - Senior Ecosystem Experience Product Manager (CCR)

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.

About The Role:

• E-commerce's Governance and Experience team at TikTok is a global team responsible for ensuring our marketplace is safe and trustworthy not only for our users, but also for sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.
• As a product manager on our E-Commerce team, you will work with various relevant internal teams to build saftey product features and strategies. You will be working on governance and ecosystem features, technical strategies to improve TikTok shopping, as well as methods to detect and address risky behaviors and actors in TikTok's E-commerce ecosystem.
  
  

Responsibilities:

• Lead the development and continuous refinement of the overall framework and content for consumer audience mapping, specifically focusing on metrics and data sentiment systems. Construct systems that necessitate moderation and NLP processed results by crawling diverse texts and Voice of Customer (VOC) data from the platform.
• Conduct in-depth analysis of different user segments' experience demands and concerns, leveraging VOC data. Generate comprehensive analytical reports and insights for optimization strategies.
• Drive the implementation of VOC-driven initiatives to enhance the user experience, collaborating closely with moderation and NLP teams. Develop and refine processes for effectively utilizing VOC insights in product improvements.
• Characterize and prioritize the needs for improving the experience of various user segment, developing optimization strategies related to service capabilities, rights protection and mental development. Aim to accelerate growth rates, minimize attrition and elevate user satisfaction on the TikTok e-commerce platform.
• Oversee the management of the operational team responsible for analyzing user experience, focusing on VOC data utilization and moderation-related processes.
  
  

Qualifications

• Strong planning capabilities, encompassing both business and team planning. Experience in moderation strategies, NLP, and working closely with algorithm teams. Previous roles involving VOC data analysis and its application in product development and user experience enhancements.
• Strong logical thinking, acute insight and a keen sense of user experience. Proven experience in building metrics and data sentiment systems utilizing VOC data and NLP processed results.
• Proficiency in various online and offline user research methodologies, especially in collecting and analyzing VOC data. Advanced data processing, mining and analytical capabilities with a high sensitivity to data.
• Expertise in VOC-driven strategies for experience enhancement, mental development and successful implementation methodologies.
• Excellent communication and coordination skills. Proven ability to organize and coordinate complex inter-departmental projects with a results-driven approach.
• Bachelor's degree or higher. Candidates with over 5 years of industry operations or service experience are preferred.
  
  

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 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 $193800 - $379620 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.