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Shop - Senior Analytics Program Manager, Governance & Experience, EMEA - London, United Kingdom - TikTok
Description
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
The E-Commerce team seeks to further advance this mission by connecting buyers, sellers and content creators in one seamless, trusted online shopping experience. The EMEA E-commerce Governance & Experience (GNE) team seeks to inspire and preserve trust in TikTok E-Commerce, by designing and implementing end-to-end governance & experience programmes that enable a safe, trustworthy and thriving international marketplace.
As a Senior Analytics Program Manager, you will be a key member of our GNE team; You will build and lead a centralised roadmap to improve our key metrics, working closely with our stakeholders to ensure all metric impacting projects are captured and impact is tracked. You will be able to identify opportunities and design strategies to improve our governance strategies.
Responsibilities:
- Operate as both an analyst and programme manager; develop and drive key projects together with cross-functional stakeholders.
- As a metric owner, you will drive improvements, track and report the metrics, complete root cause analysis and bridge improvements and deteriorations - all in topline metrics related to high cancellation, late shipment, bad seller services, seller abuse, tiering of sellers, product listings quality & safety, returns and refunds, short video and livestream behaviour and practices.
- Support data reporting for other verticals of the team, managing a cross functional roadmap connected to key GNE metrics.
- Design and drive key strategic and cross functional programmes to mitigate risks and launch enforcement strategies targeting problems related to high cancellation, late shipment, bad seller services, seller abuse, tiering of sellers, product listings requirements, returns and refunds, short video and livestream behaviour and practices.
- Utilise data-driven methods to identify emerging seller and creator risks; as well as potential issues surrounding customer service, seller service, returns and refunds.
- Conduct analyses to design and evaluate impact of data-driven policies & strategies to improve seller's, creator's and buyer's performance related to onboarding, fulfilment, funds management, product listings requirements like product quality and product safety, after-sales service, returns & refunds experience.
- Collaborate with cross-functional teams and stakeholders worldwide, such as Product, Legal, Engineering, Moderation, Business Teams, etc., to drive key metric improvements
- Establish processes, feedback loops, and investigational workflows.
Qualifications
Demonstrated hands-on and in-depth experience in developing and driving data-driven e-commerce governance & experience programmes, or social media risks and compliance strategies.
- Experience with owning metrics and building programs/strategies to improve them.
- Proven ability to adapt to tasks and wear multiple hats (Analyst, PgM)
- Possesses excellent strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams
- Proficiency conducting data analysis and using SQL.
- Familiar with EMEA E-commerce governance & experience, compliance requirements, or EMEA internet risks management
- Proactive and driven, with a strong work ethic and ability to work independently in a fast-paced environment
- Able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment
- Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics or related fields
- Excellent English oral and written communication skills, including a demonstrated ability to develop and communicate complex strategies in writing
- Proficiency in other EMEA languages is a plus, given the need to develop or review policies, content, or compliance documents in local EMEA languages
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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