TikTok Local Services - Experience Strategy Manager
Core
Design and implement end-to-end experience and aftersales strategies for TikTok Local Services to protect consumers, drive satisfaction, and resolve ecosystem issues.
Role type
Senior IC experience strategy manager
Builds
End-to-end programmes for a safe, trustworthy, and thriving international marketplace
Domain
E-commerce / Local Services / O2O
Required skills
Data interpretation, analytical skills, querying, strategy design, policy development, stakeholder engagement, cross-functional collaboration, root cause analysis
Preferred skills
Programme management, strategic thinking, consulting experience, seller operations knowledge
Technologies
Analytical tools
Responsibilities
Devise data-driven experience and aftersales strategies; Diagnose experience issues through data analysis and multi-stakeholder insights; Build strategies, policies, SOPs, and processes across the aftersales lifecycle; Develop mechanisms to respond to customer feedback and prevent inferior experiences; Ensure fair treatment of cross-functional teams while safeguarding customer experience; Analyse recurring cases to surface systemic issues and lead improvement initiatives