What are the responsibilities and job description for the TikTok Shop - Voice of Business Program Manager position at TikTok?
Responsibilities
The Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality marketplace for users and partners alike. We are passionate about delivering exceptional user experiences by developing effective policies, operational frameworks, and system-level solutions that ensure trust, safety, and service excellence across our platform.
Within GNE, the Service Support Centre (SSC) plays a key role in providing outstanding customer service to buyers, partners, and internal stakeholders. As part of SSC, we are seeking a Voice of Business (VoB) Program Manager to analyze feedback from sellers and creators, identify key themes, and drive actionable improvements. This VoB Program Manager is critical to reducing contact rates, enhancing seller satisfaction, and ultimately contributing to GMV growth through operational and experience-driven insights.
Responsibilities
Minimum Qualifications
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104711 - $192533 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:
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 Accommodation
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
The Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality marketplace for users and partners alike. We are passionate about delivering exceptional user experiences by developing effective policies, operational frameworks, and system-level solutions that ensure trust, safety, and service excellence across our platform.
Within GNE, the Service Support Centre (SSC) plays a key role in providing outstanding customer service to buyers, partners, and internal stakeholders. As part of SSC, we are seeking a Voice of Business (VoB) Program Manager to analyze feedback from sellers and creators, identify key themes, and drive actionable improvements. This VoB Program Manager is critical to reducing contact rates, enhancing seller satisfaction, and ultimately contributing to GMV growth through operational and experience-driven insights.
Responsibilities
- Drive a comprehensive "Voice of the Business" strategy and define methods to align VOB insights with in-depth business partner (seller/creator) analyses in order to better understand and predict seller/creator behavior
- Develop effective intelligence and business insight strategy based on seller/creator contacts. Present feedback results to leadership teams to reinforce overall drivers of the business partner (seller/creator) experience and provide actionable recommendations for improvements based on the voice of the business
- Lead communication with key stakeholders, both internally and externally, to activate VOB insights into cross-functional action plans; establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle
- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving seller/creator experience
- Manage prioritization and trade-offs among buyer and seller experience
- Work closely with finance, strategy business intelligence, logistics, policy, risk management, category managers and product and tech teams to ensure project delivery and successful collaboration across geographies
Minimum Qualifications
- 5 years of experience in Voice of Business (VoB) or Voice of Customer (VoC) roles, preferably within the commerce or e-commerce industry
- Demonstrated passion for improving partner and customer experiences, with a strong track record in designing and implementing experience KPIs and related metrics
- Strong analytical and quantitative skills, with the ability to interpret complex data, derive insights, and translate them into actionable strategies
- Excellent problem-solving skills and the ability to thrive in a fast-paced, deadline-driven environment
- Outstanding verbal and written communication skills in English, with experience presenting to and influencing senior leadership
- Bachelor’s degree or equivalent practical experience
- Demonstrated ownership mindset with a strong focus on collaboration and delivering high-quality results
- Proven ability to navigate ambiguity and adapt in a fast-paced, constantly evolving environment
- Experience working within e-commerce, marketplace platforms, or similar digital ecosystems
- Comfortable operating in a matrixed organization, with a track record of driving outcomes across cross-functional teams
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104711 - $192533 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.
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 Accommodation
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
Salary : $104,711 - $192,533
