Tik Tok Shop

• Voice of Customer/Service Insights Program Manager

1 month ago• Seattle, WA
Apply on company site

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

Responsibilities:

At Tik Tok Shop, we are dedicated to creating a seamless and exceptional e-commerce experience for our Buyers, Sellers, and Creators. Our US Service Insights team, part of the US Service Operation, plays a critical role in amplifying our customers' voices internally. Our mission is to reduce friction points and enhance the overall customer journey through timely, effective, and actionable insights, ultimately driving customer satisfaction, retention, and advocacy.

We are seeking a dynamic and experienced professional to join our Service Insights team. This position is perfect for candidates with a passion for customer experience and a drive to innovate beyond traditional methods of gathering and interpreting insights. You will play a vital role in transforming customer feedback into actionable strategies that drive service improvements and create a more seamless commerce experience. This position offers hands-on experience and exposure to the world of customer service analytics and improvement.

We are looking for talented individuals to join our team in 2026. You will get opportunities to pursue bold ideas, tackle complex challenges, and unlock limitless growth.

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.

Qualifications

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• Minimum Qualifications

• 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 Qualifications

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

• Understanding of global E-Commerce trends is a strong plus.

Job InformationFor Pay Transparency Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143556 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): Seattle, WA

Job ID: Tik Tok-7584545265618061573

Employment Type: OTHER

Posted: 2025-12-17T20:34:48
Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

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