Global E-Commerce - Buyer Experience & Seller Governance Manager

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 as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. About the Team E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers, and creators. We are looking for a Philippines Buyer Experience & Seller Governance Manager to run consumer-facing programs that can help strengthen consumer trust and loyalty with the platform as well as seller-facing programs to ensure they realise their potential and delight buyers. Responsibilities 1. Grasp, track, and analyze key metrics both for buyer experience such as CSAT, NPS, and CX, and seller governance related to fulfilment, services, and compliance to drive improvements. Demonstrate strong business sense and an understanding of commercial drivers and blockers, and leverage hands-on experience 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 behaviours and sentiments through the end-to-end user/seller journey to inform formulation of strategies and programs to build on the platform's strengths and close gaps. The candidate must be skilled at engaging directly with customers and stakeholders on the ground 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 effectively support the execution of these programs.

Minimum Qualifications 1. Strong bachelor's degree or above or equivalent practical experience. 2. Minimum 3 years of hands-on experience in areas of strategic projects, operations, customer experience and insights. 3. Clear and effective communication and an ability to influence cross-functional teams to facilitate timely delivery of projects. 4. Familiarity with Philippines and South East 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, recommendations to drive actions. Working knowledge of Microsoft Excel is a must. Preferred Qualifications 1. Experience in E-Commerce or marketplace platforms. 2. Strong project management skills with strengths in problem solving, issue-resolution, and attention to detail. 3. Curiosity and a willingness to develop new skills. 4. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes. 5. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment. 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. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. #LI-Onsite