2 days ago

TikTok Shop - Customer Experience Operational Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own execution of customer experience governance initiatives for a global e-commerce marketplace. Collaborate with UX specialists to define user-experience policies, analyze feedback and data to drive improvements, and create playbooks, SOPs, monitoring programs, and feedback mechanisms. Investigate and resolve policy violations and process incidents, optimize the user journey, and coordinate cross-functional communications with clear case and data summaries.

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Collaborate with UX specialists to design commerce platform user experience policies.
•Analyze customer feedback and data to identify opportunities and take action to solve issues.
•Write clear external-facing policy articles.
•Develop execution playbooks for specific experience domains and take ownership of execution outcomes.
•Investigate, manage, and resolve platform policy violations or process-related incidents; build and maintain SOPs and monitoring/feedback mechanisms.

Key Requirements

•Bachelor degree.
•5+ years of experience in customer experience, strategy/operations consulting, platform governance, trust & safety policymaking, operations management, or related e-commerce risk/compliance or growth programs.
•Excellent stakeholder and program management skills to influence cross-functional stakeholders and drive results.
•Demonstrated ability to navigate ambiguity and manage multiple priorities in a fast-paced, changing environment.

Experience:5+ yearsE-commerceCustomer experiencePlatform governanceTrust & safetyRisk & complianceOperations managementOperations consulting

Education:Bachelor's

Skills:Stakeholder managementProgram managementAmbiguity navigationPrioritization

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - Customer Experience Operational Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Collaborate with UX specialists to design commerce platform user experience policies.
•Analyze customer feedback and data to identify opportunities and take action to solve issues.
•Write clear external-facing policy articles.
•Develop execution playbooks for specific experience domains and take ownership of execution outcomes.
•Investigate, manage, and resolve platform policy violations or process-related incidents; build and maintain SOPs and monitoring/feedback mechanisms.

Key Requirements

•Bachelor degree.
•5+ years of experience in customer experience, strategy/operations consulting, platform governance, trust & safety policymaking, operations management, or related e-commerce risk/compliance or growth programs.
•Excellent stakeholder and program management skills to influence cross-functional stakeholders and drive results.
•Demonstrated ability to navigate ambiguity and manage multiple priorities in a fast-paced, changing environment.

Experience:5+ yearsE-commerceCustomer experiencePlatform governanceTrust & safetyRisk & complianceOperations managementOperations consulting

Education:Bachelor's

Skills:Stakeholder managementProgram managementAmbiguity navigationPrioritization

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn