Senior Product Manager, Voice of Customers (VOC)

Responsibilities

Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.

Company Overview :

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, Mountain View, New York, London, Paris, Berlin, Dubai, Mumbai, 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.

About the Role :

Governance & Experience (GNE) at TikTok E-Commerce 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 and customer experience. We are looking for product managers to build the Voice of Customers (VOC) platform to analyze customer feedback and drive improvement strategy.

Responsibilities :

• Responsible for building the Voice of Customer platform based on customer feedback and driven improvement strategy with service team and other cross functional product teams.
• Be data driven, understand and define North Star Metrics that reveal customer experiences. Work with data scientists to design and build the dynamic monitoring mechanism as well as visualization.
• Facilitate internal communication, collaborate with cross functional teams to ensure smooth teamwork.

Qualifications :

• 5+ years of experience in product management in E-Commerce with 3+ years of experience in team management; data analysis & scientist background is preferred.
• Ability to design highly adaptable product solutions for different business scenarios. Proven track record of delivering results in a fast-paced environment.
• Strong analytical skills and able to use data and metric to evaluate assumptions, make recommendations and decisions.
• Ability to thrive in a cross-functional environment while balancing multiple responsibilities, scoping projects, evaluating priorities, and confidently working well with teams.

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 reasonable accommodation, please reach out to us at [email protected].

Job Information :

For Pay Transparency Compensation Description (annually)

The base salary range for this position in the selected city is $204000 - $399600 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 offer the following benefits to eligible employees :

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.

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