At a Glance
- Tasks: Drive customer insights programs and develop solutions to enhance user experience.
- Company: Join TikTok, a leading platform in the digital space with a vibrant culture.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Work collaboratively across teams and influence key stakeholders globally.
- Why this job: Make a real impact on customer experience in a fast-paced, innovative environment.
- Qualifications: Degree or equivalent experience in program management or customer service.
The predicted salary is between 60000 - 80000 £ per year.
Responsibilities
- Drive comprehensive Voice of Customer / Business / Creator programs and define methods to align service insights with in-depth user analyses to better understand user behavior and reduce contacts and complaints.
- Develop effective program solutions based on analysis and assessment of customer service contacts, feedback and complaints.
- Present feedback results to cross functional teams and leadership to reinforce the key drivers of customer experience, provide actionable recommendations, and establish ongoing tracking and reporting.
- Navigate ambiguity and a fast changing, matrixed environment, delivering results without direct ownership of all dependencies.
- Develop innovative, end to end solutions to reduce complaints and customer contacts, and simplify customer problems with carefully crafted solutions at a global level.
- Lead strategy and vision across multiple problem areas and influence key internal and external stakeholders.
- Present key business outcomes - backed by measurable data and customer voice - to stakeholders and leadership to align on execution plans.
- Partner closely with internal and external teams (Experience, Governance, Service Delivery, Operations, Analytics, Product) to ensure successful delivery for user experience improvement and reduction of contact rate.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience in program management, service insights, customer service or a related analytical field.
- Strong analytical and quantitative skills; ability to use data and metrics to back up recommendations and drive actions.
- Ability to advocate and influence without direct ownership; comfort working cross group, cross level, and with all levels of management.
- Strong problem solving and issue resolution skills, with attention to detail and the ability to multitask in a deadline driven environment.
- Ability to balance customer experience and business growth, and to drive planning and execution across a global organization.
Preferred Qualifications
- Prior experience in a matrixed, fast paced tech environment.
- Experience in eCommerce, marketplace or platform businesses.
- Strong track record of change and stakeholder management experience.
- Hands on experience with Voice of Customer or customer service processes.
- Experience leading global programs.
- Passion for customers and proven effectiveness in designing and implementing experience improvements.
- Ability to learn fast and work in an AI driven environment - comfortable leveraging AI tools to accelerate insight generation, synthesize unstructured feedback and automate workflows.
TikTok Shop - Service Insights Program Manager employer: Ellis Technologies, Inc.
At TikTok, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. Our commitment to employee growth is evident through our comprehensive training programs and opportunities to lead impactful projects that shape the future of eCommerce. Join us to be part of a fast-paced, tech-driven environment where your insights will directly influence customer experiences on a global scale.
StudySmarter Expert Advice🤫
We think this is how you could land TikTok Shop - Service Insights Program Manager
✨Get to Know Your E-commerce Community
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We think you need these skills to ace TikTok Shop - Service Insights Program Manager
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Ellis Technologies, Inc., make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Ellis Technologies, Inc.'s goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Ellis Technologies, Inc.. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Ellis Technologies, Inc.
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Ellis Technologies, Inc. uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
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Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
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