Job description

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Description
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Partner Education and Communications Program Manager role to manage and own Seller Communications in social media and professional engagement channels in all eCommerce activities.

Roles & Responsibilities

• Define the partner education and communication strategies in all interaction channels for all service and experience related improvement opportunities.
• Develop the communications scripts and posters based on the improvement areas found in all channels.
• Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives.
• Manage and prioritize seller and creator communication portfolios across different markets.
• Contribute to the Contact per Seller&Creator reduction through proactive communications and education.
• Produce and own the master schedule of communications to cover all big campaigns and promotions.
• Mitigate the gaps in daily partner communications and remove the service inter-dependencies as much as the platform can.
• Manage mass communications for all service and experience related initiatives for both Key Accounts and Long-tail Accounts wherever needed.
• Work together with Seller Incubation Teams to drive the retention of new sellers and creators.
• Customize the communication materials for Seller Enablement Service Delivery teams so as to improve communication efficiency.
• Seek out cross-project synergies (across global initiatives and functional teams) and ensure seamless collaboration across all GNE functions.
• Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.
• BA/BS degree or equivalent practical experience.
• Minimum 5+ years business experience in service and experience field.
• Experience in global service launch especially in new country/markets kickoff.
• Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
• Expertise in project design, communication skills, driving for results and managing changes.
• Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
• Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
• Experience managing complex data analytics and related business metrics.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
• Strong ownership and a team player, always focused on delivering results with high standards.
• Experience in eCommerce or marketplace platforms.

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.

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