TikTok Shop by Tokopedia - Seller Service Excellence and Business Process Strategist- ID

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.

Responsibilities:
- Define all seller experience related projects by benchmarking the industry seller initiatives and tools to facilitate the selling process on the platform.
- Monitor, analyze, and conduct root-cause analysis (RCA) specifically for seller service performance metrics to identify and prioritize systemic issues.
- Develop and communicate seller-related key initiatives to all stakeholders across global sites and increase synergy.
- Manage and prioritize a seller experience portfolio for Indonesia market.
- Directly manage high-impact projects/programs wherever needed.
- Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
- Sort out the opportunities in seller communication entrance and interactions to reduce the sellers' efforts in daily business operations.
- Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, and Product to drive improvement efforts.