5,352 jobs for "Manager, Customer Experience"

Responsibilities

About the Team:
TikTok's Scaled Growth team aims to help our agency partners and businesses of all sizes unleash their creative side on Tiktok, connect with our audiences & communities and drive real business results. From deeply understanding our regional agency partners and businesses, to influencing the next iteration of our advertising product suite, to setting regional product GTM strategy, to designing innovative Sales-led and scaled service delivery programs, our Product Marketing team focused on Scaled Growth & Agencies combines both strategic & operational expertise with customer centricity.

About the Role:
The Product Strategy & Operations team focused on Agencies & Scaled Growth seeking an experienced product strategy & operations professional with a background in media & advertising to 1. Develop the product strategy for our North America Agency business, informed by deep quantitative and qualitative understanding, 2. lead the go-to-market strategy & operations, in close collaboration with cross-functional stakeholders, to effectively land our product strategy among our managed agencies, 3. capture agency & advertiser pain points to influence the roadmap and our next wave of our advertising product suite. As part of the SMB Scaled Growth Product Strategy & Operations team, this role involves close collaboration with multiple functions including Agency Sales, Business Marketing teams, global Product Strategy & Operations, Product Management, Data Science, Engineering and many more, all in a fast paced and high-growth environment. An ability to self-motivate, self-study, prioritize, problem solve and be the expert across our ads product suite while being a data-driven and strategic thinker that identifies new business opportunities, both for our platform and our advertisers & agency partners is critical. Candidates must have experience working with media & advertising (preferably in an agency environment).

Responsibilities:
- Build the analytical foundation for product strategy by benchmarking TikTok's agency business and product adoption against internal performance data and external/competitive market data, translating insights into prioritized strategies tailored to our North America agency business
- Design, own, and continuously optimize scaled agency engagement programs (including product education, activation playbooks, incentives, target audiences) balancing product-led and sales-led approaches to drive adoption and revenue growth across agency-managed advertiser segments at scale
- Autonomously lead GTM operations & seamless execution across wide range of cross-functional teams including (Agency) Sales, Marketing, Marketing Science, Product Operations & Product Management teams to ensure flawless execution against this strategy
- Act as the voice of the North America market from both agency & advertiser perspective and synthesize market insights & pain points to collaborate with global product teams to influence next iteration of our product roadmap
- Build deep agency partner relationships through structured engagement systems (e.g. systematic inbound intelligence gathering via interviews, roundtables, surveys, and quantitative analysis, as well as agency education initiatives and agency-centric GTM programs) to drive partner enablement and capturing actionable insights that inform product and GTM strategy
- Analyze, distill and summarize agency pain points & demands to recommend product enhancements, leveraging multiple data sources and close partnership with Sales and field teams
- Manage growth at scale for a range of products in market; manage launches and implement activations in order to drive product adoption & collaborate with technical and operations teams to monitor product performance
- Build robust processes, systems, tools/solutions, workflow optimization, and automation to increase operational efficiency and productivity

Qualifications

Minimum Qualifications:
- 3+ years of experience. Background in performance advertising or paid media, preferably in an agency environment
- Strong understanding of different business models and implications on digital marketing / social media advertising strategies
- Experience working with product teams and influencing the product roadmap with advertising products
- Experience in the ad tech or media / advertising industry, with understanding of both performance & branding marketing
- Experience driving end to end go-to-market planning and execution for advertising products
- Proven strategy experience paired with strong quantitative analysis skills - able to benchmark against internal and external/competitive data and translate findings into actionable strategy
- Demonstrated ability to leverage AI tools (e.g., LLMs) to improve the speed and quality of work - including writing skills, setting up automations, and applying sound judgment to review and refine AI-generated output

Preferred Qualifications:
- Strong data proficiency & analytical skills (SQL preferred), strong drive to understand problems from both a quantitative and qualitative perspective with strong ability to unify both
- Excellent communication, presentation and analytical skills in global & diverse stakeholder environments
- A commercial mindset with a proven track record of delivering against stretch revenue and adoption goals, including owning and driving product-led and sales-led growth targets across diverse advertiser and agency segments
- Experience leveraging data to test hypotheses and drive business recommendations
- Experience leading and delivering complex, cross-functional projects on fast-paced timelines
- Hands-on experience leveraging AI tools (e.g., LLMs) to accelerate market analysis, insight synthesis, and the drafting of high-quality GTM narratives, playbooks, and enablement materials. Ability to write skills and set up automations - using AI to rapidly build lightweight skills, prototypes, tools, dashboards, and automated workflows that improve operational efficiency without heavy engineering dependency
- Strong editorial judgment to critically proofread, fact-check, and refine AI-generated content and code, ensuring accuracy, clarity, and alignment before it reaches stakeholders

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $108000 - $208800 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 Qualifications:
- 3+ years of experience. Background in performance advertising or paid media, preferably in an agency environment
- Strong understanding of different business models and implications on digital marketing / social media advertising strategies
- Experience working with product teams and influencing the product roadmap with advertising products
- Experience in the ad tech or media / advertising industry, with understanding of both performance & branding marketing
- Experience driving end to end go-to-market planning and execution for advertising products
- Proven strategy experience paired with strong quantitative analysis skills - able to benchmark against internal and external/competitive data and translate findings into actionable strategy
- Demonstrated ability to leverage AI tools (e.g., LLMs) to improve the speed and quality of work - including writing skills, setting up automations, and applying sound judgment to review and refine AI-generated output

Preferred Qualifications:
- Strong data proficiency & analytical skills (SQL preferred), strong drive to understand problems from both a quantitative and qualitative perspective with strong ability to unify both
- Excellent communication, presentation and analytical skills in global & diverse stakeholder environments
- A commercial mindset with a proven track record of delivering against stretch revenue and adoption goals, including owning and driving product-led and sales-led growth targets across diverse advertiser and agency segments
- Experience leveraging data to test hypotheses and drive business recommendations
- Experience leading and delivering complex, cross-functional projects on fast-paced timelines
- Hands-on experience leveraging AI tools (e.g., LLMs) to accelerate market analysis, insight synthesis, and the drafting of high-quality GTM narratives, playbooks, and enablement materials. Ability to write skills and set up automations - using AI to rapidly build lightweight skills, prototypes, tools, dashboards, and automated workflows that improve operational efficiency without heavy engineering dependency
- Strong editorial judgment to critically proofread, fact-check, and refine AI-generated content and code, ensuring accuracy, clarity, and alignment before it reaches stakeholders

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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