Global E-Commerce

Global E-Commerce - Buyer Experience & Seller Governance Manager ByteDance, Taguig, National Capital Region, Philippines Posted 3 days ago, be among the first 25 applicants. Responsibilities Grasp, track, and analyze key metrics for buyer experience such as CSAT, NPS, and CX, and seller governance related to fulfillment, services, and compliance to drive improvements. Demonstrate strong business sense and an understanding of commercial drivers and blockers, leveraging hands‑on experience to make informed recommendations that enhance customer experience and support business objectives. Identify root causes impacting key metrics by analyzing input drivers. Proactively pre‑empt and highlight potential challenges or events that may affect performance based on market events. Demonstrate a keen understanding of the Philippines market, including regulatory/compliance developments, competition programs and benchmarking, and user/seller behaviours and sentiments through the end‑to‑end journey to inform the formulation of strategies and programs. Develop and implement initiatives, standard operating procedures (SOPs), and policy changes to address unique needs, driving performance and customer satisfaction. Promote transparency and understanding of policies, including assessing seller plans of action in response to enforcement actions. Extract and communicate rich insights into Philippines customer preferences and expectations to effectively support the execution of these programs. Minimum Qualifications Strong bachelor’s degree or equivalent practical experience. Minimum 3 years of hands‑on experience in strategic projects, operations, customer experience, or insights. Clear and effective communication and an ability to influence cross‑functional teams to facilitate timely delivery of projects. Familiarity with Philippines and Southeast Asia e‑commerce compliance and internet regulation landscape, with strong business sense and risk awareness. Strong analytical and quantitative skills; ability to use hard data and metrics to back assumptions, recommendations, and drive actions. Working knowledge of Microsoft Excel is a must. Preferred Qualifications Experience in e‑commerce or marketplace platforms. Strong project management skills with strengths in problem solving, issue resolution, and attention to detail. Curiosity and a willingness to develop new skills. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes. Able to navigate through ambiguity and a fast‑changing environment, proven track record to thrive in a matrix environment. About Us Founded in 2012, ByteDance’s mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut, and Pico, as well as platforms specific to the China market such as Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join ByteDance Inspiring creativity is at the core of ByteDance’s mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life – a mission we work towards every day. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. Diversity & Inclusion ByteDance 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, celebrating our diverse voices and reflecting the many communities we reach. #J-18808-Ljbffr