Global E-Commerce

3 weeks ago

Taguig, Philippines ByteDance Full time

Overview

Global E-Commerce - Program Manager (Buyer Experience & Seller Governance) – ByteDance, Taguig, National Capital Region, Philippines

Responsibilities
  • Grasp, track, and analyze key metrics for buyer experience (CSAT, NPS, CX) and for seller governance related to fulfilment, services, and compliance to drive improvements. Demonstrate strong business sense and leverage data to 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 an understanding of the Philippines market, including regulatory/compliance developments, competition programs and benchmarking, and user/seller behaviours. Engage directly with customers and stakeholders on the ground to gather feedback and assess expectations.
  • 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 insights into Philippine customer preferences and expectations to support program execution.
Qualifications

Minimum Qualifications

  • Strong bachelor's degree or above or equivalent practical experience.
  • 1-3 years of hands-on experience in strategic projects, operations, customer experience and insights.
  • Clear and effective communication with ability to influence cross-functional teams to facilitate timely delivery of projects.
  • Familiarity with Philippines and South East Asia e-commerce compliance and internet regulation landscape, with strong business sense and risk awareness.
  • Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions 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 problem solving, issue-resolution, and attention to detail.
  • Curiosity and willingness to develop new skills.
  • Excellent communication, drive for results, and change management with the ability to influence positive outcomes.
  • Able to navigate ambiguity and a fast-changing environment; proven track record 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 enables people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products help people express themselves, discover, and connect. We foster a global, diverse team and a culture of curiosity, humility, and impact in a rapidly growing tech company. Join us to grow together.

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 globally and our workplace reflects the communities we reach. We are dedicated to celebrating diverse voices and creating an environment that mirrors our audiences.

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