After Sales Experience Program Manager - TikTok Shop
Singapore · Full Time
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- Work mode
- In office
- Education
- Bachelor's degree
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Where you'll work
Job description
About the Team
The Governance and Experience (GNE) team within TikTok's E-commerce division is dedicated to ensuring a safe and reliable marketplace for users, sellers, and creators alike. Their focus includes crafting policies, rules, and systems that uphold service quality and user satisfaction across the platform.
Role Overview
We are seeking an After Sales Experience Program Manager responsible for leading all aspects of the post-purchase experience in TikTok's eCommerce operations. This role involves identifying service challenges after sales, developing optimization strategies, and enhancing satisfaction for buyers and sellers.
Key Responsibilities
- Identify and analyze after-sales experience and service challenges to develop strategies and goals that improve overall customer satisfaction.
- Collect and interpret user feedback via surveys, Chief Product Officer data, and other channels to recognize major pain points and formulate effective solutions.
- Monitor comprehensive post-sale metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and resolution times; pinpoint experience gaps; propose and drive actions to continuously improve after-sales satisfaction.
- Collaborate closely with product, engineering, and customer service teams to implement product enhancements including interface refinement, policy updates, and improvements to the help center guided by user experience insights.
- Conduct research on industry standards and competitors' after-sales practices, adapting leading models to fit TikTok's platform and the Southeast Asia market to establish unique after-sales advantages.
- Regularly update after-sales policies and processes by integrating user feedback, industry practices, and operational challenges to better serve the regional market.
Candidate Qualifications
- Bachelor’s degree or higher in e-commerce, marketing, customer relationship management, business administration, or related disciplines.
- Proven ability to utilize data analysis for root cause identification of after-sales and service concerns.
- Strong logical reasoning coupled with practical skills to conceptualize and execute improvement initiatives.
- Customer-centric mindset with a sharp focus on diagnosing after-sales service pain points.
- Competence in translating user feedback into implementable product and service enhancements.
- Preferred: Experience working with international e-commerce platforms and familiarity with after-sales policies and workflows.
About TikTok
TikTok is a premier platform for short-form mobile video content, committed to sparking creativity and delivering joy globally. With headquarters in Los Angeles and Singapore and offices across major cities worldwide, TikTok cultivates an inclusive and innovative environment that inspires expression and meaningful connections.
Why Join Us
At TikTok, creativity and innovation drive everything we do. Working here means collaborating with diverse teams in a fast-evolving tech environment where curiosity, humility, and resilience are valued. Every challenge provides an opportunity to learn, grow, and contribute to impactful breakthroughs, cultivating limitless possibilities.
Diversity & Inclusion
TikTok fosters a workplace that values diverse skills, experiences, and viewpoints, reflecting the global communities it serves. We are dedicated to creating an inclusive atmosphere where all voices are heard and celebrated, reinforcing our mission to inspire creativity and bring joy worldwide.