User Experience Operations Expert - Douyin E-commerce (Supermarket)

Responsibilities

1. Responsible for the service experience rules, processes and corresponding product construction and operations of Douyin Supermarket, establish a user experience indicator system, build an internal coordination mechanism, and provide a basis and direction for improving user experience 2. Based on data, user feedback, NPS surveys and industry inputs, gain insight into user pain points and needs, diagnose problems and propose systematic solutions, empower the business from multiple angles such as service standard formulation, SOP implementation, business process design, etc., find the best feasible solution and track user satisfaction 3. VOC management, through the system management of VOC, continuously output effective decision-making suggestions, and coordinate the resources of all parties to efficiently achieve the goal and improve user satisfaction.

Qualifications

1. Bachelor degree or above, 3 years or more of work experience in the customer service field, outstanding ability and experience accumulation in the customer service system flow related modules, strong data analysis ability and project promotion ability, cross-team cooperation and project management experience, past experience as a project manager to lead major projects, with methodology accumulation 2. Understand the dynamics of e-commerce industry customer service competitors, have industry vision, and have a deep business insight into customer service 3. Have project management experience, clear logic, good business insight and analysis ability, good at integrating internal and external resources, dare to challenge yourself, and have the ability to break through.