Voice of Customer Program Manager (Multiple Positions)
Apply NowCompany: TikTok
Location: Seattle, WA 98115
Description:
Location :
Seattle
Employment Type :
Regular
Job Code :
A182033
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Responsibilities
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. About the Team Our team plays a crucial role in ensuring the company's success. We seek people who are willing to learn and put in the effort to solve problems. Our challenges are not your regular day-to-day problems - you'll be part of a team that's developing new solutions to new challenges. It's working fast, at scale, and we're making a difference. We are looking for talents to join us on this exciting journey! Responsibilities Develop effective intelligence and customer insight based on analysis and assessment of data to identify problems and drive a comprehensive voice of the customer (VOC) strategy. Develop actionable recommendations to improve customer satisfaction and reduce customer concerns. Understand the key cost drivers and devise plans to improve sustainability for third-party sellers. Design and implement on-going tracking tools to monitor project milestones and metrics. Represent the voice of the customer throughout project lifecycle. Present and report key business outcomes with measurable data to the senior management team to align on executive plans. Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies.
Qualifications
Qualifications Must have a Master's degree or foreign equivalent degree in Engineering (any), Business Administration, Management, Business Analytics, Operations Research, or a related field, and 1 year of related work experience; OR a Bachelor's degree or foreign equivalent degree in Engineering (any), Business Administration, Management, Business Analytics, Operations Research, or a related field, and 3 years of related work experience. Of the required experience, must have 1 year of experience in each of the following: Using SQL, Python, or R to perform analysis of large datasets; Managing projects involving cross-functional stakeholders to formulate workplans, drive alignment, coordinate collaboration and deliver strategic business outcomes; Managing key stakeholder relationships and gathering feedback to build programs aimed at driving customer revenue, growth, and retention; Using Kaizen, root cause analysis, or A/B testing to develop and monitor continuous improvement initiatives in an e-commerce environment; and Designing and implementing Key Performance Indicators (KPIs) and/or success metrics using OKRs (Objectives and Key Results). Travel Requirement: International travel required up to 10%. Type: Full time, 40 hours/week Location: Bellevue, WA Salary Range: $126651 - $143556 per year To Apply, click the apply button below. Contact lpresumes@tiktok.com if you have difficulty submitting resume through the website. 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 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 lpresumes@TikTok.com. #LI-DNI #IND-DNI
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $126651 - $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.
Apply to this job
Seattle
Employment Type :
Regular
Job Code :
A182033
Apply to this job
Share this listing:
Responsibilities
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. About the Team Our team plays a crucial role in ensuring the company's success. We seek people who are willing to learn and put in the effort to solve problems. Our challenges are not your regular day-to-day problems - you'll be part of a team that's developing new solutions to new challenges. It's working fast, at scale, and we're making a difference. We are looking for talents to join us on this exciting journey! Responsibilities Develop effective intelligence and customer insight based on analysis and assessment of data to identify problems and drive a comprehensive voice of the customer (VOC) strategy. Develop actionable recommendations to improve customer satisfaction and reduce customer concerns. Understand the key cost drivers and devise plans to improve sustainability for third-party sellers. Design and implement on-going tracking tools to monitor project milestones and metrics. Represent the voice of the customer throughout project lifecycle. Present and report key business outcomes with measurable data to the senior management team to align on executive plans. Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies.
Qualifications
Qualifications Must have a Master's degree or foreign equivalent degree in Engineering (any), Business Administration, Management, Business Analytics, Operations Research, or a related field, and 1 year of related work experience; OR a Bachelor's degree or foreign equivalent degree in Engineering (any), Business Administration, Management, Business Analytics, Operations Research, or a related field, and 3 years of related work experience. Of the required experience, must have 1 year of experience in each of the following: Using SQL, Python, or R to perform analysis of large datasets; Managing projects involving cross-functional stakeholders to formulate workplans, drive alignment, coordinate collaboration and deliver strategic business outcomes; Managing key stakeholder relationships and gathering feedback to build programs aimed at driving customer revenue, growth, and retention; Using Kaizen, root cause analysis, or A/B testing to develop and monitor continuous improvement initiatives in an e-commerce environment; and Designing and implementing Key Performance Indicators (KPIs) and/or success metrics using OKRs (Objectives and Key Results). Travel Requirement: International travel required up to 10%. Type: Full time, 40 hours/week Location: Bellevue, WA Salary Range: $126651 - $143556 per year To Apply, click the apply button below. Contact lpresumes@tiktok.com if you have difficulty submitting resume through the website. 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 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 lpresumes@TikTok.com. #LI-DNI #IND-DNI
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $126651 - $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.
Apply to this job