TikTok Shop - Program Manager, E-Commerce Compliance, Governance & Experience, EMEA
- London
- Permanent
- Full-time
As a Program Manager in the Governance & Experience team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with crossfunctional teams (SMT, moderation, Legal) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role to ensure that e-commerce compliance programs are executed with a high-level of quality and drive continuous improvement This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long-term vision of TikTok Shop's marketplace.
Responsibilities
- Program Management: Plan, execute, and oversee business initiatives, ensuring alignment with strategic objectives and delivering measurable outcomes.
- Stakeholder Coordination: Work cross-functionally with teams such as product, operations, compliance, customer service, and marketing to align priorities, resolve roadblocks, and maintain momentum on projects.
- Process Optimization: Identify inefficiencies in current processes and implement improvements to enhance operational effectiveness and customer experience.
- Metrics & Reporting: Define program success metrics, track progress, and provide regular updates to stakeholders through reports and dashboards.
- Risk Management: Anticipate potential risks to program execution and develop mitigation plans to ensure timely delivery.
- Customer-Centric Focus: Advocate for the customer by ensuring programs prioritize user needs and deliver meaningful improvements in experience and satisfaction.Qualifications:Minimum Qualifications
- Previous experience in program management, project management, or related roles, preferably within E-commerce or technology-driven industries.
- Demonstrated ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
- Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution.
- Excellent verbal and written communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
- Proactive approach to identifying and solving complex problems, ensuring smooth program delivery.Preferred Qualifications
- Bachelor's degree in Business, Economics, Data Analytics, or a related field
- Familiarity with customer experience principles and metrics (e.g., NPS, retention rates).
- Experience working with data visualization tools (e.g., Tableau, Power BI).