Global E-Commerce - Buyer Experience & Seller Governance Manager

5 Months ago • 3 Years + • Monetization

Job Summary

Job Description

ByteDance's E-commerce Governance and Experience (GNE) team is looking for a Philippines Buyer Experience & Seller Governance Manager to bolster customer trust and loyalty, and empower sellers to reach their full potential. This role will involve analyzing key metrics for both buyer experience (CSAT, NPS, CX) and seller governance (fulfillment, services, compliance) to identify improvement areas. You'll delve into market trends, regulatory developments, and user/seller behavior in the Philippines to shape strategies and programs that optimize the platform's strengths. Responsibilities include developing initiatives, SOPs, and policy changes, promoting transparency around policies, and extracting valuable insights to guide program execution. The ideal candidate will have a strong understanding of the Philippines e-commerce landscape, experience in managing projects and driving results, and a knack for problem-solving.
Must have:
  • Minimum 3 years of experience in strategic projects, operations, customer experience, and insights
  • Strong communication skills to influence cross-functional teams
  • Familiarity with Philippines and South East Asia e-commerce compliance
  • Strong analytical and quantitative skills
  • Working knowledge of Microsoft Excel
Good to have:
  • Experience in E-Commerce or marketplace platforms
  • Strong project management skills with strengths in problem solving
  • Curiosity and a willingness to develop new skills
  • Expertise in communication skills, driving for results and managing changes
  • Able to navigate through ambiguity and a fast changing environment

Job Details

Responsibilities
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.
Qualifications
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

Similar Jobs

WebMD - Business Analyst

WebMD

Newark, New Jersey, United States (On-Site)
5 Months ago
Electronic Arts - Fraud Analyst

Electronic Arts

Galway, County Galway, Ireland (On-Site)
9 Hours ago
505 Games - Global Brand Manager

505 Games

Japan (On-Site)
11 Months ago
Netflix - Production Finance Analyst

Netflix

Burbank, California, United States (On-Site)
1 Month ago
Morning Star - Product Consultant

Morning Star

Mumbai, Maharashtra, India (Hybrid)
6 Months ago
ByteDance - Business Development & Commercial Manager - Energy

ByteDance

Singapore (On-Site)
2 Months ago
ByteDance - Strategy Analyst – Strategy & Operations

ByteDance

Seattle, Washington, United States (On-Site)
1 Week ago
Amanotes - Product Monetization Lead

Amanotes

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
3 Months ago
Tencent - Live Operation Manager 游戏商业化策划

Tencent

Shenzhen, Guangdong Province, China (On-Site)
8 Months ago
ByteDance - Engineering Manager - Applied Machine Learning Algorithm

ByteDance

San Jose, California, United States (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Keywords Studios - Tax Analyst

Keywords Studios

Montréal, Québec, Canada (Remote)
1 Month ago
DraftKings - Associate Operations Manager

DraftKings

Manchester, New Hampshire, United States (On-Site)
1 Month ago
The Walt Disney Company - FX Publicity Intern

The Walt Disney Company

Los Angeles, California, United States (On-Site)
5 Days ago
Netflix - Payroll Specialist - APAC

Netflix

Manila, Metro Manila, Philippines (Hybrid)
4 Months ago
SSC Technologies - Associate Manager, Fund Accounting

SSC Technologies

Mississauga, Ontario, Canada (Hybrid)
7 Months ago
Playtech - Accountant

Playtech

Bucharest, Bucharest, Romania (On-Site)
3 Weeks ago
Lionsgate Games - Coordinator, Asset Management

Lionsgate Games

Los Angeles, California, United States (On-Site)
1 Week ago
DraftKings - Operations Supervisor

DraftKings

North Andover, Massachusetts, United States (On-Site)
1 Month ago
The Walt Disney Company - VFX Editor

The Walt Disney Company

London, England, United Kingdom (Hybrid)
2 Days ago
Moon Active - Global Payroll Controller

Moon Active

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
4 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Taguig, Metro Manila, Philippines

Far Out Scout - Sales Representative

Far Out Scout

Philippines (Remote)
1 Month ago
ByteDance - Appeal Program Manager - UK Market

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
1 Week ago
PwC - Broader Assurance Services Associate

PwC

Makati, Metro Manila, Philippines (On-Site)
6 Months ago
PwC - Sr. Data Engineer

PwC

Makati, Metro Manila, Philippines (On-Site)
4 Months ago
Keywords Studios - Player Engagement Operations Manager

Keywords Studios

Pasig, Metro Manila, Philippines (Hybrid)
1 Week ago
Funguy Studio - PHP Developer

Funguy Studio

Makati, Metro Manila, Philippines (On-Site)
8 Months ago
PwC - Audit Manager - Assurance

PwC

Makati, Metro Manila, Philippines (On-Site)
6 Months ago
ByteDance - Special Project Manager, Fashion (Philippines E-Commerce)

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
1 Week ago
Sovrun - Game Designer

Sovrun

Makati, Metro Manila, Philippines (Hybrid)
2 Weeks ago
PwC - Manager IT Assurance Services

PwC

Makati, Metro Manila, Philippines (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Monetization Jobs

FRVR - Senior Product Manager (Krunker)

FRVR

Lisbon, Lisbon, Portugal (On-Site)
4 Months ago
ByteDance - Software Development Engineer in Test Graduate

ByteDance

Seattle, Washington, United States (On-Site)
4 Weeks ago
ByteDance - Backend Software Engineer Graduate (Global E-commerce-US) - 2025 Start (BS/MS)

ByteDance

San Jose, California, United States (On-Site)
5 Months ago
Postman - Senior Software Engineer, Monetization

Postman

Bengaluru, Karnataka, India (On-Site)
6 Months ago
ByteDance - Senior Software Engineer (Client Side)

ByteDance

Singapore (On-Site)
2 Months ago
ByteDance - Engineering Manager Machine Learning Infrastructure

ByteDance

Seattle, Washington, United States (On-Site)
5 Months ago
ByteDance - Brand Partnerships Manager (Key Accounts),Philippines

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
3 Months ago
ByteDance - Machine Learning Engineer - AML Algorithm

ByteDance

San Jose, California, United States (On-Site)
5 Months ago
ByteDance - Seller Acquisition & Incubation, Business Development, Fashion (Philippines E-Commerce)

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
3 Months ago
ByteDance - Strategy Analyst – Strategy & Operations

ByteDance

Seattle, Washington, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

Where imagination meets innovation, delivering limitless gaming experiences.

Dublin, County Dublin, Ireland (On-Site)

London, England, United Kingdom (On-Site)

Bangkok, Bangkok, Thailand (On-Site)

San Jose, California, United States (On-Site)

State Of São Paulo, Brazil (On-Site)

San Jose, California, United States (On-Site)

View All Jobs

Get notified when new jobs are added by ByteDance

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug