TikTok Shop - Aftersales Strategic Projects Senior Program Manager - Seattle

ResponsibilitiesTikTok 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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Senior Strategic Programs Manager who owns the end-to-end strategy for creating solutions that help drive their success and grow their trust in the platform.ResponsibilitiesAssume complete ownership of the comprehensive roadmap aimed at enhancing the seller's understanding of platform operations and providing them with tools and support throughout the journey through collaboration with product teams.Act as an advisor to the leadership team and exert influence on cross-functional teams to bring seller experience perspective to business imperatives and new program launches.Proactively engage with internal functions such as Governance and Experience, including Service Delivery, Operations, Process, Quality, Training, and SOP, to drive improvement initiatives.QualificationsMinimum QualificationsBA/BS/MBA degree or equivalent practical experience.5+ years of fulfillment experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.Passion for customers and partners and effective at designing and implementing experience KPIs and other measures.Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.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.Job InformationThe base salary range for this position in the selected city is $125,400 - $235,980 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.Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life.We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account (HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account (FSA) Options like Health Care, Limited Purpose and Dependent Care.Our time off and leave plans are:

10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. 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:Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;Exercising sound judgment.

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