Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2025 TikTok
Responsibilities
The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction. Within GNE, the Service Experience Strategy team is focused on transforming service from a support function into a true competitive advantage. Our mission is to build a best-in-class, self-service-first ecosystem where customers feel heard, problems are resolved with speed and clarity, and the experience strengthens long-term loyalty. We are seeking a detail-oriented, data-driven Program Manager to support high-priority projects that improve the service journey between customers and sellers. This role will focus on data analysis, insight generation, and execution of high priority programs, ensuring our service channels, seller enablement tools, and operational processes are optimized for speed, quality, and customer satisfaction. This is an opportunity to make a meaningful impact by turning insights into action and ensuring flawless delivery of critical projects. Responsibilities - Data Analysis & Insight Generation: conduct deep-dive analysis of service channel performance data (CSAT, containment, resolution time, etc.) to uncover pain points and opportunity areas, translating insights into actionable opportunities for product, policy & operations teams - Project Management (PMO): lead the end-to-end delivery of high priority projects within the Service Experience Strategy portfolio, ensuring timelines, deliverables, and quality standards are consistently met. - Coordinate seamlessly across cross-functional teams (Operations, Product, Governance, Logistics, Algorithm) to remove blockers, align priorities, and accelerate execution - Maintain robust risk, issue, and mitigation tracking with full leadership visibility. - Service Model Benchmarking & Innovation: research and benchmark industry-leading service models, proactively identifying emerging trends and translating best practices into innovative, scalable solutions that enhance customer satisfaction with minimal effort
Qualifications
Minimum Qualifications: - Bachelor's degree in Business, Operations Management, Information Systems, or a related field. - 1–3 years of experience in program strategy, customer support transformation, chatbot strategy, or similar roles. - Strong analytical skills, with a proven track record of driving measurable improvements in customer metrics (e.g., CSAT, resolution rate) - Exceptional interpersonal, collaboration, and stakeholder management skills Preferred Qualifications: - Prior experience in running business-critical initiatives with leadership visibility - Produce clear, impactful written and verbal communication with minimal supervision - Proven ability to deliver results in dynamic e-commerce, technology, or service settings
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $143556 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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
