Responsibilities
About the team
The APAC Ecommerce's Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. We seek to inspire trust by designing and implementing end-to-end governance & experience programmes to enable a thriving international marketplace.
The Japan Service Experience SME and Project Manager is responsible for managing, doing deep root-cause analyses, and resolving high priority policy escalations across the business. You are responsible for resolution success rates. They also build processes and initiate projects to optimise escalation and case management, and also serve as a bridge for feedback on policy implementation and process effectiveness. You are a self-starter, exhibit grace under pressure, and are resourceful in driving cross-functional resolution across a wide range of topics.
Responsibilities
Investigate and resolve sensitive and critical escalations across content, seller, IPR, and product listing policies. You need to take into account our rules, business impact, and local market as well as regulatory conditions.
Define, build, implement and manage projects that increase internal-customer experience
Conduct RCA and identify opportunities in the internal customer experience resolution process and lead efforts to optimize process and product gaps (e.g. identifying product solutions to automate enforcement, increasing productivity with new internal tools).
Develop escalation recovery plans, monitor auto-routing to ensure the right point-of-contact is documented in our system;
Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;
Qualifications
Minimum Qualification(s)
Strong Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues, customer service management and management, policy enforcement, or investigations
You have a proven record of driving organisational or process changes to resolve gaps; excellent cross-functional project management skills and experience working with international partners.
Experience in business, financial or statistical analysis (data interpretation is required in this role)
Strong work ethic, sense of ownership, and ability to work independently in a fast-paced environment.
Demonstrated ability to navigate successfully within ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment.
Good written and oral proficiency in English and Chinese (or Japanese) is required for internal communication with stakeholders based in global and Chinese-speaking regions
Preferred Qualification(s)
- Proven experience in data analysis such as SQL
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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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