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

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Responsibilities

Description:

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a proactive and detail-oriented Program Manager to lead customer experience initiatives and service quality programs in partnership with our Business Process Outsourcing (BPO) teams in Brazil. This role will focus on designing and implementing procedures that enhance customer satisfaction in Reclame Aqui, uphold brand standards, and efficiently manage complaints to drive continuous improvement. The ideal candidate will leverage service metrics and data-driven insights to ensure exceptional service delivery aligned with our brand promise.

• Roles & Responsibilities
• Drive programs that enhance the end-to-end customer journey by collaborating closely with BPO partners to align service delivery with brand values and customer expectations.
• Define, monitor, and analyze key service metrics (e.g., NPS, CSAT, FCR, AHT) to evaluate BPO performance and identify opportunities for improvement. Use data insights to influence decision-making and optimize customer interactions in Reclame Aqui.
• Ensure all customer-facing procedures and communications adhere to company branding guidelines and quality standards. Partner with BPO teams to maintain consistency in tone, messaging, and service quality.
• Design and implement effective complaint management processes with BPO partners to ensure timely, empathetic, and satisfactory resolution of customer issues. Track complaint trends and collaborate on root cause analysis and corrective actions.
• Develop and document customer-centric operating procedures that support service excellence. Work with knowledge management training teams to equip BPO agents with the skills and knowledge required to deliver on brand promises and handle complaints effectively.
• Act as the key liaison between internal customer experience teams, legal, litigation, marketing, quality assurance, and BPO partners to ensure alignment on service goals and branding initiatives.

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• Prepare regular reports on customer experience metrics, complaint resolution effectiveness, and service quality. Present findings and recommendations to senior leadership to drive continuous service enhancements.

Qualifications:

• Minimum Qualifications
• BA/BS degree or equivalent practical experience.
• • 5 years of experience in program or project management focused on customer experience, service quality, or BPO operations.
• Proven experience implementing Reclame Aqui, with deep expertise in customer experience metrics, complaint resolution, and brand compliance.
• Analytical mindset with experience using data to drive service improvements.
• Skilled in stakeholder management and cross-functional collaboration.

Preferred Qualifications:

• Familiarity with customer service platforms and CRM tools (e.g., Salesforce, Zendesk).

Client-provided location(s): São Paulo, Brazil

Job ID: Tik Tok-7510273960580958472

Employment Type: OTHER

Posted: 2025-06-01T00:28:32
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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)

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