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- Tasks: Lead the charge in creating self-service solutions and automation strategies for TikTok's e-commerce platform.
- Company: Join TikTok, the global leader in short-form mobile video, inspiring creativity and joy worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration across diverse teams.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation in e-commerce.
- Qualifications: Bachelor's degree and 5+ years in self-service and automation; strong problem-solving skills required.
- Other info: Be part of an inclusive culture that values diverse perspectives and experiences.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board.
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
About the team
E-commerce’s Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
We are looking for a Self-Service and Automation Program Manager to analyze customer behaviour and design self-service and automation strategies tailored to unique challenges and opportunities. The role will focus on optimizing processes to improve the customer experience while ensuring operational excellence.
Roles & Responsibilities:
- Analyze customer behaviour and data performance, establishing an automation strategy that aligns with region-specific market trends and challenges.
- Conduct competitor analysis to identify capability gaps that need to be addressed across the full customer journey.
- Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region.
- Develop and maintain self-help solutions, offering localized content that empowers customers.
- Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances.
- Set effective resolutions based on scenarios in the customer journey.
- Oversee ‘End to End’ automation and self-service performance, ensuring continuous improvement of the customer experience.
Qualifications
Minimum Qualifications
– Bachelor’s degree or higher.
– 5+ years of experience in self-service and automation.
– Expertise in project design, data analysis, communication, driving results, and managing change.
Preferred Qualifications
– Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask.
– Experience dealing with eCommerce merchants or sellers is a plus.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform
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TikTok Shop -Self-Service and Automation Program Manager employer: TikTok
Contact Detail:
TikTok Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TikTok Shop -Self-Service and Automation Program Manager
✨Tip Number 1
Familiarize yourself with TikTok's e-commerce features and tools. Understanding how self-service and automation work within the platform will give you a significant edge in your application.
✨Tip Number 2
Stay updated on the latest trends in customer behavior and automation strategies in e-commerce. This knowledge will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 3
Network with professionals in the e-commerce and automation fields. Engaging with others can provide insights into the industry and may even lead to referrals for the position.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully implemented self-service solutions or automation strategies in previous roles. Concrete examples will showcase your experience effectively.
We think you need these skills to ace TikTok Shop -Self-Service and Automation Program Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Self-Service and Automation Program Manager position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 5+ years of experience in self-service and automation. Provide specific examples of projects you've managed, particularly those involving data analysis and customer behavior.
Showcase Problem-Solving Skills: Demonstrate your strong problem-solving abilities in your application. Include examples of how you've successfully resolved issues in a deadline-driven environment, especially in eCommerce settings.
Customize Your Application: Make sure to customize your cover letter for TikTok. Mention your understanding of their mission to inspire creativity and bring joy, and how your skills can contribute to enhancing the customer experience through automation and self-service solutions.
How to prepare for a job interview at TikTok
✨Understand TikTok's Mission
Before your interview, make sure you understand TikTok's mission to inspire creativity and bring joy. This will help you align your answers with the company's values and demonstrate your enthusiasm for the role.
✨Showcase Your Data Analysis Skills
Since the role involves analyzing customer behavior and data performance, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to drive automation strategies or improve customer experiences in previous roles.
✨Highlight Your Project Management Experience
With a focus on project design and managing change, it's crucial to highlight your project management skills. Discuss specific projects where you successfully implemented self-service solutions or automation strategies, emphasizing your ability to meet deadlines and drive results.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and issue-resolution skills. Think of examples from your past experiences where you had to address challenges in a deadline-driven environment, and be ready to explain your thought process and the outcomes.
