TikTok Shop - Seller Governance Program Manager

TikTok

  • Singapore
  • Permanent
  • Full-time
  • 5 days ago
The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction. We are looking for a Seller Governance Program Manager to join our Governance and Experience (GNE) team. This global team is responsible for ensuring that our marketplace is safe and trustworthy for users, sellers, and creators alike.In this role, you will design seller performance requirements and policies related to onboarding, seller performance, seller services, and seller funds management. 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. You will drive programs to mitigate risks and launch enforcement strategies to address issues such as high cancellation rates, late shipments, and poor seller services. Your work will be crucial in ensuring good purchasing experiences while balancing the necessary frictions added to sellers. Additionally, you will establish processes and an investigational framework to identify emerging seller abuses and respond to any regulatory inquiries regarding malicious seller behaviors. You will also be responsible for driving key metric improvements in areas related to onboarding, policy education, and intellectual property rights infringement mitigations. Building global seller governance capabilities and supporting regional teams to achieve governance targets will be a key part of your responsibilities.Responsibilities:
1) Design sellers' performance requirements and policies related to onboarding, seller performance, seller services, and seller funds management by conducting benchmark research and understanding sellers' profiles.
2) Develop effective intelligence and business insight strategy based on analysis and assessment of business and seller satisfaction scores.
3) Build global seller governance related capability, mechanism, monitoring, service, and support all regional teams to achieve governance targets. Coach and provide guidance to regional teams to ensure seller satisfaction metrics are improving.
4) Create communication and assist in defining the integration processes for seller experience insights into cross-functional action plans.
5) Provide innovative and comprehensive solutions to improve seller satisfaction and simplify seller problems.
6) Understand the key cost drivers and propose innovative solutions to improve sustainability for third-party sellers.
7) Lead the development of strategy and vision for multiple areas and influence key stakeholders. Present and report key business outcomes with measurable data to senior management.Qualifications:Minimum Qualifications
1) BA/BS degree or equivalent practical experience.
2) Experience in program manager and collaborating with cross-functional teams to drive end results.
3) Passion for business partners and customers with effective design and implementation of experience KPIs.
4) Expertise in project design, communication skills, and managing changes.
5) Ability to balance experience and growth while driving planning and execution across a global organization.
6) Ability to advocate and influence while not owning directly, and work cross-group and cross-level.
7) Able to work cross different timezone and travel for work if necessary.Preferred Qualifications
1) Experience in program management, with a strong track record of driving results through cross-functional collaboration.

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