Global E-Commerce

3 weeks ago

Taguig, Philippines ByteDance Full time

Overview

Global E-Commerce - Buyer Experience & Seller Governance Manager | ByteDance, Taguig, National Capital Region, Philippines

Responsibilities
  1. Grasp, track, and analyze key metrics for buyer experience (CSAT, NPS, CX) and seller governance (fulfilment, services, compliance) to drive improvements. Demonstrate strong business sense and leverage data to make informed recommendations that enhance customer experience and support business objectives.
  2. Identify root causes impacting key metrics by analyzing input drivers. Proactively pre-empt and highlight potential challenges/events that may affect performance based on market events.
  3. Demonstrate a keen understanding of the Philippines market, including regulatory/compliance developments, competition programs and benchmarking, and user/seller behaviors and sentiments. Engage directly with customers and stakeholders to gather feedback and assess expectations.
  4. Develop and implement initiatives, standard operating procedures (SOPs), and policy changes to address unique needs, driving performance and customer satisfaction.
  5. 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 support execution of programs.
Qualifications Minimum Qualifications
  1. Strong bachelor\'s degree or above or equivalent practical experience.
  2. Minimum 3 years of hands-on experience in strategic projects, operations, customer experience and insights.
  3. Clear and effective communication and ability to influence cross-functional teams to facilitate timely delivery of projects.
  4. Familiarity with the Philippines and Southeast Asia e-commerce compliance and internet regulation landscape, with strong business sense and risk awareness.
  5. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and recommendations. Working knowledge of Microsoft Excel is a must.
Preferred Qualifications
  1. Experience in e-commerce or marketplace platforms.
  2. Strong project management skills with problem solving, issue-resolution, and attention to detail.
  3. Curiosity and willingness to develop new skills.
  4. Expertise in communication, driving for results, and managing changes with ability to influence positive outcomes.
  5. Ability to navigate 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 products including TikTok, Lemon8, CapCut and Pico, ByteDance connects people to create and enjoy content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance\'s mission. Our diverse teams create value for communities, inspire creativity, and enrich life. We foster curiosity, humility, and an "Always Day 1" mindset to achieve meaningful breakthroughs for our company and users.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and diverse perspectives. Our platform connects people globally, and our workplace reflects the communities we reach.

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