抖音商城APP用户服务体验产品-抖音电商
Core
Design and optimize the post-transaction user experience for Douyin's independent e-commerce app, covering order tracking, logistics fulfillment, and refund/after-sales scenarios.
Role type
Senior E-commerce Product Manager (User Experience)
Builds
Order tracking, logistics fulfillment, and refund/after-sales product flows and mechanisms for Douyin's independent e-commerce app.
Domain
E-commerce, Mobile App
Deliverable
product features
Required skills
User empathy, Post-transaction experience analysis, Logistics and fulfillment process design, Refund and after-sales workflow design, Cross-functional project management, Data-driven product iteration
Preferred skills
Experience with order management systems, Experience with customer service integration, Experience with NPS improvement strategies
Responsibilities
Collect and analyze user feedback on post-transaction journeys to identify pain points; Diagnose experience issues in order tracking, logistics, and refunds using data and user research; Optimize product flows and service mechanisms to reduce complaints and improve user satisfaction; Collaborate with R&D, operations, and customer service teams to implement experience improvements.