Service Experience SME and Project Manager - TikTok Shop - Japan

About the team

The APAC Ecommerce's Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. We seek to inspire trust by designing and implementing end-to-end governance & experience programmes to enable a thriving international marketplace. The Japan Service Experience SME and Project Manager is responsible for managing, doing deep root-cause analyses, and resolving high priority policy escalations across the business. You are responsible for resolution success rates. They also build processes and initiate projects to optimise escalation and case management, and also serve as a bridge for feedback on policy implementation and process effectiveness. You are a self-starter, exhibit grace under pressure, and are resourceful in driving cross-functional resolution across a wide range of topics. Responsibil...