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TikTok · 4 weeks ago

TikTok Shop - Voice of Customer/Service Insights Program Manager

Seattle, WA

Full-time

Hybrid

Mid Level

$84K/yr - $144K/yr

TikTok is the leading destination for short-form mobile video, and they are seeking a Voice of Customer/Service Insights Program Manager to join their Service Insights team. This role involves gathering and analyzing customer feedback to enhance the customer journey and drive service improvements through actionable insights.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Gather and analyze customer feedback from various channels, to identify patterns and trends to find areas of customer friction and opportunities for improvement

Explore and experiment with new methods and tools for gathering Buyer, Seller and Creator voices to deliver insights

Creation of reports and present findings in a way that considers cultural and market-specific nuances, ensuring relevance and clarity for stakeholders across different countries

Support the team in conducting research on industry best practices and benchmarks

Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives

Monitor the effectiveness of implemented solutions and provide feedback for further optimizations

Continuously ask 'why' and explore new ways to approach and solve problems, driving a culture of innovation

Qualification

Customer experienceAnalytical skillsProject managementE-commerce experienceMarket researchPassion for customer serviceGlobal trendsCommunication skillsAttention to detailProblem-solving

Required

Degree in Management, Business, Marketing, or a related field

Relevant working experience in customer experience, project management or market research is advantageous

Strong analytical skills with the ability to interpret and work with data effectively

Excellent written and verbal communication skills

Attention to detail and a proactive approach to problem-solving

Passion for customer service and a desire to learn about enhancing customer experiences

Preferred

Experience in E-commerce platform and customer servicing or compliance research fields

Understanding of global E-Commerce trends is a strong plus

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)