Customer Experience Program Manager, Loyalty & Support, TikTok Shop

Location: London

Responsibilities:

This role sits in the Governance & Experience team. You will use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. Key responsibilities include:

• Analyze data to identify areas for improvement and translate insights into business strategy.
• Collaborate with cross-functional teams to gather requirements and design solutions.
• Act as a subject matter expert for buyer support and trust recovery programs.

Qualifications:

Minimum qualifications include 5+ years of experience in Analysis, Strategy, Product or Program Management in Customer Experience, and a Bachelor's or Master's degree. Preferred qualifications include experience in data analytics and understanding of e-commerce customer fulfillment.