2 days ago

TikTok Shop - After Sales Experience Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own and improve TikTok Shop’s after-sales experience across all eCommerce activities. Lead discovery and analysis of after-sales service issues, using Voice of Customer signals and end-to-end metrics like NPS, CSAT, and resolution time to drive improvement plans. Partner with product, engineering, and customer service to translate user needs into product, UI, policy, and help center updates, while benchmarking and refining SEA-specific after-sales policies.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Drive discovery and analysis of after-sales experience and service issues, and develop optimization strategies to improve overall after-sales experience.
•Collect and analyze Voice of Customer signals (surveys, CPO data, and other channels) to identify top user pain points and create actionable improvement plans.
•Track end-to-end after-sales metrics (e.g., NPS, CSAT, resolution time) to identify buyer and seller experience pain points and drive execution.
•Partner with product, engineering, and customer service to deliver after-sales product iterations such as UI optimization, policy improvements, and help center updates.
•Research industry best practices and competitor approaches to refine after-sales policies and guidelines, including SEA-tailored policies.

Key Requirements

•Bachelor’s degree or above in e-commerce, Marketing, CRM, Business Administration, or related fields.
•Ability to identify root causes of after-sales and service issues through data analysis.
•Strong logical thinking to develop and execute practical improvement plans.
•Customer-first approach to identify after-sales and service experience pain points.
•Capability to translate user needs into concrete, actionable solutions.

Experience:E-commerce

Education:Bachelor's in e-commerce, Marketing, CRM, Business Administration, or related fields

Skills:Logical thinkingRoot cause analysisCustomer-first mindsetData analysisCross-functional collaboration

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 - After Sales Experience Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Drive discovery and analysis of after-sales experience and service issues, and develop optimization strategies to improve overall after-sales experience.
•Collect and analyze Voice of Customer signals (surveys, CPO data, and other channels) to identify top user pain points and create actionable improvement plans.
•Track end-to-end after-sales metrics (e.g., NPS, CSAT, resolution time) to identify buyer and seller experience pain points and drive execution.
•Partner with product, engineering, and customer service to deliver after-sales product iterations such as UI optimization, policy improvements, and help center updates.
•Research industry best practices and competitor approaches to refine after-sales policies and guidelines, including SEA-tailored policies.

Key Requirements

•Bachelor’s degree or above in e-commerce, Marketing, CRM, Business Administration, or related fields.
•Ability to identify root causes of after-sales and service issues through data analysis.
•Strong logical thinking to develop and execute practical improvement plans.
•Customer-first approach to identify after-sales and service experience pain points.
•Capability to translate user needs into concrete, actionable solutions.

Experience:E-commerce

Education:Bachelor's in e-commerce, Marketing, CRM, Business Administration, or related fields

Skills:Logical thinkingRoot cause analysisCustomer-first mindsetData analysisCross-functional collaboration

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn