User & Seller Experience Strategist (E-commerce)

2 weeks ago

Ho Chi Minh City, Vietnam TikTok Full time

Responsibilities
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.

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated.

With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, together we can build an e-commerce ecosystem that is innovative, secure and intuitive for our users.

**Responsibilities**:
1. Understand seller, creator, customer (i.e. TikTok Users) insight regarding experience and behaviour:

- Working closely with customer facing teams to understand the problem areas - namely account management, category management, customer service
- Understand the pain points of users when faced with current platform policies or using existing product features
- Market research by benchmarking and learning current market practice, i.e. other eCommerce platforms as well as other social platforms

2. Data/intelligence gathering, analysis, and presentation
- Gather and analyze seller insight and seller feedback to come up with seller experience improvement suggestions and work with crossfunctional teams for solution
- Communicate analysis and insights to stakeholders and business leaders, both verbally and in writing.

3. Stakeholder management and communication
- Being a bridge between Account/Category Management team and Governance team, as well as other crossfunctional departments, in terms of policy fluencies as well as an industry insight expert
- Build strong communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan.
- Managing key improvement initiatives and projects: Drive new product launches and relationship extensions by partnering with business development and other crossfunctional teams.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.

**Qualifications**:

- 2+ years of working experience in consulting, project management, process management, or similar experience
- Experience in eCommerce or marketplace platforms is a plus
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and driving actions. Fluency with MS Office and other data analytical tools is a good plus
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Excellent communication skills to convey key insights from complex analysis in business terms to both internal and external members. Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management
- Ability to drive an objective-focus conversation with related stakeholders. Be highly emotionally mature, with good communication skillsets
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment
- Strong ownership and a team player, always focused on delivering results with high standards
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures
- Bilingualism is highly preferred with fluency in English as a must

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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