TikTok Shop - Product Strategy and Operation Manager, Voice of Seller

$121,600 - $232,644/Yr

Tiktok - Seattle, WA

Full-time - Mid Level

Seattle, WA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As the Product Strategy and Operation Manager for the Voice of Seller team at TikTok Shop, you will play a crucial role in enhancing the seller experience on our e-commerce platform. This position is centered around understanding and advocating for the needs of our sellers, ensuring their feedback is not only heard but also acted upon within the organization. You will lead the voice of seller program, acting as a vital link between our seller community and internal teams, driving initiatives that lead to meaningful improvements in our platform. Your primary responsibility will be to develop and execute strategies to gather feedback from sellers regarding their experiences, product features, and the services provided by our e-commerce platform. You will utilize various channels, including service tickets, social listening, and qualitative research, to analyze seller feedback and identify actionable insights. This role requires you to deliver compelling reports and presentations to senior management, providing valuable insights and recommendations derived from seller feedback and program initiatives. Collaboration is key in this role, as you will work closely with cross-functional teams to implement necessary changes and enhancements based on feedback and data analysis. Building and maintaining strong relationships with key product and business stakeholders will be essential, as you advocate for the Voice of Seller program and drive alignment on seller-centric initiatives. Your insights and initiatives will not only enhance the seller experience but also foster growth within the TikTok Shop ecosystem.

Responsibilities

• Develop and execute strategies to gather feedback from sellers on their experience, product features, and services provided by our e-commerce platform.
• Utilize a variety of channels, including service tickets, social listening, and qualitative research, to analyze seller feedback and identify actionable insights.
• Deliver compelling reports and presentations to senior management, providing valuable insights and recommendations derived from seller feedback and program initiatives.
• Collaborate closely with cross-functional teams to implement necessary changes and enhancements based on feedback and data analysis.
• Cultivate and maintain strong relationships with key product and business stakeholders, advocating for the Voice of Seller program and driving alignment on seller-centric initiatives.

Requirements

• Exceptional organizational skills and a proven ability to effectively manage multiple projects in a fast-paced environment.
• Strong analytical capabilities with proficiency in both quantitative and qualitative data analysis techniques.
• A track record of successfully collecting and analyzing customer feedback to drive actionable insights and process improvements.
• Outstanding communication skills, with the ability to collaborate effectively with stakeholders across all levels of the organization.

Nice-to-haves

• Bachelor/Master degree in related fields such as Computer Science, MBA, or Marketing.
• 5 years of experience leading voice-of-seller programs within the e-commerce industry, demonstrating a deep understanding of seller needs and market trends.
• Genuine passion for delivering an exceptional social commerce experience for our valued sellers.

Benefits

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