TikTok Shop - User Experience Program Manager

$106,000 - $273,000/Yr

Tiktok - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

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

About the position

The User Experience Program Manager at TikTok will focus on optimizing the customer experience for overseas apparel goods and related products. This role involves establishing user experience standards, conducting user research, and collaborating with various teams to enhance the overall shopping experience on the platform. The manager will analyze customer feedback, evaluate product functionality, and implement improvements to ensure a seamless e-commerce experience for users.

Responsibilities

• Optimize customer experience of overseas apparel goods and operate related products/system.
• Establish a user experience standard and optimization process to continuously improve user experience, based on platform governance guidance.
• Connect with user research, customer service teams, and other teams to comprehensively and accurately obtain the original voices of customers.
• Analyze customers' pain points and needs, provide corresponding improvement plans, and follow up on the results.
• Be sensitive to product functionality and data changes in customer experience.
• Comprehensively evaluate the impact of product functions on customer experience, advise where to improve, and connect with the product team for timely optimization.
• Understand the industry status quo, obtain insights, analyze the motives and needs of target users, ensure the output and implementation of the experience improvement plans, conduct project reviews and summarize in a timely manner.

Requirements

• Good analytical skill, systematic thinking, able to summarize problems and conduct research and analysis on user needs.
• Good product mindset and empathy for users, experienced in user research, interaction design and prototype development.
• Adaptive to a new environment, resistant, collaborative, with good communication skills.
• Familiar with the trends of customer experience improvement in the e-commerce industry.

Nice-to-haves

• Experience with platform governance, commodity quality management, product/system transformation, and background in the cross-border e-commerce industry.

Benefits

• Paid parental leave
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• RSU
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Paid sick time