Staff Technical Program Manager, Seller Success & Onboarding

Description

The Global E-commerce, Seller Business team plays a critical role in driving the success of our Global E-commerce platform. We are dedicated to building and nurturing a thriving ecosystem of local and abroad sellers who bring diverse products, brands, and innovations to our marketplace on TikTok.

Responsibilities:
- Lead strategic program initiatives focused on improving seller onboarding, activation, and long-term success across TikTok Shop journeys and tools.
- Drive end-to-end programs that personalize and simplify the seller journey, reduce onboarding friction, ensure experience consistency, and improve seller conversion and growth metrics.
- Use quantitative and qualitative data to identify seller pain points, analyze funnel drop-off trends, and design high-impact improvements.
- Develop and execute programs that leverage AI, personalization, and automation to create more tailored onboarding and growth experiences for different seller segments.
- Partner closely with engineering, product, data science, operations, solution architecture, and cross-regional stakeholders to deliver scalable seller-facing experiences.
- Partner with internal platform teams to pilot and scale innovative solutions that improve seller experience, operational efficiency, and platform adoption.
- Act as a champion for seller-centric thinking by advocating for merchant needs and continuously improving the end-to-end seller experience.

Requirements

Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in program management, product operations, business operations, growth strategy, consulting, or related disciplines.
- 5+ years of experience in e-commerce, marketplaces, seller platforms, merchant services, fintech onboarding, SaaS onboarding, or growth-focused organizations.
- Experience leading complex cross-functional initiatives involving multiple stakeholders and distributed teams.
- Strong analytical skills with the ability to leverage data to identify opportunities, influence decisions, and measure business impact.
- Experience working with customer-facing workflows, onboarding programs, marketplace platforms, SaaS products, or digital ecosystems.
- Excellent communication, stakeholder management, and executive presentation skills.

Preferred Qualifications:
- Experience improving customer activation, onboarding conversion, adoption, retention, or engagement metrics.
- Familiarity with AI-enabled workflows, personalization systems, recommendation technologies, or experimentation frameworks.
- Experience building prototypes, process improvements, or scalable operational solutions to validate new ideas.
- Ability to navigate highly ambiguous environments and influence without direct authority.
- Strong user empathy and customer-centric mindset, with experience translating user needs into scalable business solutions.