Product User Experience Lead, Global E-commerce

Responsibilities

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. Our quality assurance engineering team is responsible for keeping an e-commerce ecosystem stable, secure, and intuitive for our users. We are looking for passionate and talented people to join us as we drive the future of e-commerce here at TikTok.

What You'll Do:
- Focus on user experience research and optimization across the end-to-end transaction journey, including cart, checkout, payment, and fulfillment. Identify key conversion points and continuously uncover experience issues and improvement opportunities through data analysis, user research, and an understanding of system architecture.
- Focus on experience research and optimization across core merchant operations, including product management, order processing, marketing tools, data reporting, and settlement. Participate in merchant research and combine data analysis, business process mapping, and system architecture understanding to develop a deep understanding of merchants' day-to-day workflows and efficiency needs, continuously identifying opportunities to improve the merchant experience.
- Own user experience research and optimization across the end-to-end logistics and fulfillment journey, including shipping, pickup, transportation, delivery, receipt, and exception handling. Leverage data to identify critical experience pain points that lead to user anxiety, complaints, or churn.
- Design and execute user and merchant research, including in-depth interviews, usability testing, log analysis, and user behavior analysis. Integrate qualitative and quantitative findings to generate actionable insights for product decisions, identify high-impact experience issues, and drive them from discovery through product prioritization and implementation.
- Participate in cross-functional reviews of experience research initiatives across the organization. Continuously develop research methodologies and industry insights, contribute to team knowledge sharing, and raise the overall quality standard of experience research.

Qualifications

Minimum Qualifications:
- Experience with commercial products is preferred, including but not limited to merchant, logistics, payments, transaction, and product-related domains.
- Experience in e-commerce product, engineering, quality, or data analytics roles is preferred. Hands-on experience working closely with merchants or customers is a strong plus.
- Strong business and data analysis skills, with the ability to break down conversion funnels, identify experience issues through data, and drive experience-related decisions.
- Strong judgment and decision-making skills, with a high level of ownership and the ability to effectively drive multiple teams to solve complex cross-functional problems.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $208050 - $335920 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

Responsibilities

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. Our quality assurance engineering team is responsible for keeping an e-commerce ecosystem stable, secure, and intuitive for our users. We are looking for passionate and talented people to join us as we drive the future of e-commerce here at TikTok.

What You'll Do:
- Focus on user experience research and optimization across the end-to-end transaction journey, including cart, checkout, payment, and fulfillment. Identify key conversion points and continuously uncover experience issues and improvement opportunities through data analysis, user research, and an understanding of system architecture.
- Focus on experience research and optimization across core merchant operations, including product management, order processing, marketing tools, data reporting, and settlement. Participate in merchant research and combine data analysis, business process mapping, and system architecture understanding to develop a deep understanding of merchants' day-to-day workflows and efficiency needs, continuously identifying opportunities to improve the merchant experience.
- Own user experience research and optimization across the end-to-end logistics and fulfillment journey, including shipping, pickup, transportation, delivery, receipt, and exception handling. Leverage data to identify critical experience pain points that lead to user anxiety, complaints, or churn.
- Design and execute user and merchant research, including in-depth interviews, usability testing, log analysis, and user behavior analysis. Integrate qualitative and quantitative findings to generate actionable insights for product decisions, identify high-impact experience issues, and drive them from discovery through product prioritization and implementation.
- Participate in cross-functional reviews of experience research initiatives across the organization. Continuously develop research methodologies and industry insights, contribute to team knowledge sharing, and raise the overall quality standard of experience research.

Qualifications

Qualifications

Minimum Qualifications:
- Experience with commercial products is preferred, including but not limited to merchant, logistics, payments, transaction, and product-related domains.
- Experience in e-commerce product, engineering, quality, or data analytics roles is preferred. Hands-on experience working closely with merchants or customers is a strong plus.
- Strong business and data analysis skills, with the ability to break down conversion funnels, identify experience issues through data, and drive experience-related decisions.
- Strong judgment and decision-making skills, with a high level of ownership and the ability to effectively drive multiple teams to solve complex cross-functional problems.