744 jobs for "Manager, Customer Experience Design"

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

Global e-Commerce Governance and Experience (GNE) keeps the marketplace safe and trustworthy for buyers, sellers, and creators alike. Platform-wide policy and enforcement establish and protect baseline marketplace integrity.

Within GNE, the Governance Solutions and Experiences team has two core mandates: 1) Provide Governance Solutions to address trust, quality, and operational challenges unique to specific industries, categories, user segments, and critical scenarios that platform-wide controls do not fully resolve. 2) Improve Seller and Creator Experience to ensure governance minimizes friction for legitimate businesses-empowering sellers and creators to clearly understand governance requirements, operate compliantly, and grow sustainably. Together, these workstreams enhance customer experience while supporting business growth.

You will own governance solutions end-to-end for category-specific and scenario-driven challenges. You will identify key trust barriers that influence customer purchase decisions, design targeted intervention strategies, and lead product and operational solution delivery from initial diagnosis through launch, go-to-market (GTM) execution, and continuous iteration.

This is an end-to-end solution ownership role. You will bring Policy, Product, Operations, and Business partners together early to identify trade-offs, align on priorities, and co-build comprehensive solutions. You will own the solution from problem diagnosis through execution and iteration, with success measured by improved customer experience and NPS, while reducing unnecessary friction for legitimate merchants and creators.

Responsibilities
- Identify and diagnose trust, compliance, and user experience challenges specific to industries, categories, critical shopping scenarios, and key seller or creator segments.
- Establish governance solution strategies and outcome frameworks. Define baselines, success metrics, and guardrails; size business opportunities; and prioritize initiatives based on customer impact, commercial value, risk exposure, governability, and feasibility.
- Lead cross-functional delivery from category standard-setting and solution design to policy updates, product iterations, and business engagement to elevate user experience. Orchestrate collaboration across Governance, Experience, Product and Category Management teams to ensure milestone delivery and target outcomes.
- Own go-to-market (GTM) strategy and adoption. Formulate comprehensive rollout plans, align operational readiness, drive seller and creator understanding and compliant participation, and translate governance improvements into visible, credible customer trust.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or equivalent practical experience; 3+ years of professional experience in product strategy, operations, governance, or consulting.
- Hands-on experience in governance, trust and safety, moderation, or policy enforcement within an e-Commerce marketplace or digital platform, with a proven ability to balance customer experience with business growth.
- Strong problem-framing capabilities, with the ability to translate ambiguous industry or category challenges into structured problem statements, target populations, actionable solution paths, and measurable business outcomes.
- Ability to synthesize quantitative data and qualitative insights (customer feedback, user research, case studies) into well-supported priorities and decisions. Demonstrated experience in defining outcome metrics, baselines, guardrails, A/B experiments, and post-launch evaluation.
- Demonstrated ability to lead complex cross-functional initiatives through influence, align stakeholders with competing priorities, navigate strategic trade-offs, and drive work from diagnosis to measurable results.
- Experience developing and executing go-to-market (GTM) strategies for new products, programs, or operational changes, including launch readiness, merchant/creator enablement, adoption, and post-launch iteration.
- In this role, you will be collaborating extensively with partner teams and directly presenting to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the category governance team. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115520 - $198360 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree or equivalent practical experience; 3+ years of professional experience in product strategy, operations, governance, or consulting.
- Hands-on experience in governance, trust and safety, moderation, or policy enforcement within an e-Commerce marketplace or digital platform, with a proven ability to balance customer experience with business growth.
- Strong problem-framing capabilities, with the ability to translate ambiguous industry or category challenges into structured problem statements, target populations, actionable solution paths, and measurable business outcomes.
- Ability to synthesize quantitative data and qualitative insights (customer feedback, user research, case studies) into well-supported priorities and decisions. Demonstrated experience in defining outcome metrics, baselines, guardrails, A/B experiments, and post-launch evaluation.
- Demonstrated ability to lead complex cross-functional initiatives through influence, align stakeholders with competing priorities, navigate strategic trade-offs, and drive work from diagnosis to measurable results.
- Experience developing and executing go-to-market (GTM) strategies for new products, programs, or operational changes, including launch readiness, merchant/creator enablement, adoption, and post-launch iteration.
- In this role, you will be collaborating extensively with partner teams and directly presenting to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the category governance team. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 10,000+ employees
Industry: Technology: Consumer Internet

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