TikTok Shop - Customer Trust & Communication Strategy Program Manager
TikTok · Seattle, Washington, US
E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoy...
Job description
E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users. We are looking for a highly strategic and execution-driven Program Manager to lead our Buyer Communications Transformation and Channel Expansion. In this role, you will own the end-to-end buyer transactional communication journey (Email, Push, SMS), drive the localization and decoupling of US messaging systems from global dependencies, and architect crisis-ready self-service tools. Additionally, you will partner closely with PR, Legal, and Customer Service to champion external trust initiatives, elevating our platform’s reputation and compliance standing. Responsibilities: 1. Communication Strategy & Transformation 2. Product Operations & Tooling Infrastructure 3. Performance Monitoring & Incident Remediation 4. External Trust, Reputation & Compliance - Own and revamp the end-to-end transactional communication journey (from Order Confirmation to Product Revie...