TikTok Shop - Voice of Business Program Manager

Tiktok • Seattle, WA

447d • $83,600 - $143,555

About The Position

The Voice of Business Program Manager at TikTok Shop is responsible for analyzing customer feedback and driving improvements to enhance seller and creator satisfaction. This role involves developing strategies to align insights with business partner analyses, presenting actionable recommendations to leadership, and ensuring effective communication across teams to improve the overall purchase experience.

Requirements

• BA/BS degree or equivalent practical experience.
• 5 years experience in Voice of Business or Voice of Customer field in the eCommerce industry.
• Passion for business partners and customers with effective design and implementation of experience KPIs.
• Expertise in project design, communication skills, and managing changes.
• Ability to balance experience and growth while driving planning and execution across a global organization.
• Ability to advocate and influence while not owning directly, and work cross-group and cross-level.

Nice To Haves

• Experience in a fast-changing environment and proven track record in a matrix environment.

Responsibilities

• Drive a comprehensive 'Voice of the Business' strategy and define methods to align VOB insights with in-depth business partner analyses.
• Develop effective intelligence and business insight strategy based on analysis and assessment of business and seller/creator satisfaction scores.
• Create communication and assist in defining the integration processes for VOB insights into cross-functional action plans.
• Provide innovative and comprehensive solutions to improve seller/creator satisfaction and simplify seller/creator problems.
• Understand the key cost drivers and propose innovative solutions to improve sustainability for third-party sellers.
• Lead the development of strategy and vision for multiple areas and influence key stakeholders.
• Manage prioritization and trade-offs among customer and seller experience.
• Coach and provide guidance to regional teams to ensure seller/creator satisfaction metrics are improving.
• Present and report key business outcomes with measurable data to senior management.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% for dependents.
• Health Savings Account (HSA) with company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
• Flexible Spending Account (FSA) options.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO).
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym and cellphone service reimbursements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree