Responsibilities
Description Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a proactive and detail-oriented Program Manager to lead customer experience initiatives and service quality programs in partnership with our Business Process Outsourcing (BPO) teams in Brazil. This role will focus on designing and implementing procedures that enhance customer satisfaction in Reclame Aqui, uphold brand standards, and efficiently manage complaints to drive continuous improvement. The ideal candidate will leverage service metrics and data-driven insights to ensure exceptional service delivery aligned with our brand promise. Roles & Responsibilities - Drive programs that enhance the end-to-end customer journey by collaborating closely with BPO partners to align service delivery with brand values and customer expectations. - Define, monitor, and analyze key service metrics (e.g., NPS, CSAT, FCR, AHT) to evaluate BPO performance and identify opportunities for improvement. Use data insights to influence decision-making and optimize customer interactions in Reclame Aqui. - Ensure all customer-facing procedures and communications adhere to company branding guidelines and quality standards. Partner with BPO teams to maintain consistency in tone, messaging, and service quality. - Design and implement effective complaint management processes with BPO partners to ensure timely, empathetic, and satisfactory resolution of customer issues. Track complaint trends and collaborate on root cause analysis and corrective actions. - Develop and document customer-centric operating procedures that support service excellence. Work with knowledge management training teams to equip BPO agents with the skills and knowledge required to deliver on brand promises and handle complaints effectively. - Act as the key liaison between internal customer experience teams, legal, litigation, marketing, quality assurance, and BPO partners to ensure alignment on service goals and branding initiatives. - Prepare regular reports on customer experience metrics, complaint resolution effectiveness, and service quality. Present findings and recommendations to senior leadership to drive continuous service enhancements.
Qualifications
Minimum Qualifications - BA/BS degree or equivalent practical experience. - + 5 years of experience in program or project management focused on customer experience, service quality, or BPO operations. - Proven experience implementing Reclame Aqui, with deep expertise in customer experience metrics, complaint resolution, and brand compliance. - Analytical mindset with experience using data to drive service improvements. - Skilled in stakeholder management and cross-functional collaboration. Preferred Qualifications: - Familiarity with customer service platforms and CRM tools (e.g., Salesforce, Zendesk).
Job Information
About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
