TikTok Shop - Customer Experience Strategy & Product Program Manager

Responsibilities

Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators.

In this role, you will develop and drive after-sales service strategies that address customer needs and business priorities. Identify customer journey gaps, translate insights into service policies, processes, and product solutions, and partner cross-functionally to deliver and continuously optimize them based on data and performance.

Responsibilities:
- Develop after-sales experience and service strategies based on customer needs, business priorities, and data insights.
- Identify gaps across the customer journey and design service policies, processes, and solutions to improve customer experience and operational efficiency.
- Translate service strategies into actionable product requirements and features, and drive delivery in partnership with engineering, design, and operations teams.
- Define success metrics, evaluate the impact of strategies and product features, and continuously refine them through data analysis and experimentation.

Qualifications

Minimum Qualification(s):
- Bachelor's degree.
- 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
- Strong analytical skills, with the ability to use data to identify problems, uncover opportunities, and inform decisions.
- Strong logical reasoning and structured problem-solving skills, with the ability to turn complex business challenges into clear strategies and practical solutions.
- Strong cross-functional collaboration and stakeholder management skills.
- Ability to thrive in a fast-paced and ambiguous environment.
- In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement of the customer strategy operations. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

Preferred Qualification(s):
- Ability to translate business and service needs into product features and drive execution from concept to launch.

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

Responsibilities

Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators.

In this role, you will develop and drive after-sales service strategies that address customer needs and business priorities. Identify customer journey gaps, translate insights into service policies, processes, and product solutions, and partner cross-functionally to deliver and continuously optimize them based on data and performance.

Responsibilities:
- Develop after-sales experience and service strategies based on customer needs, business priorities, and data insights.
- Identify gaps across the customer journey and design service policies, processes, and solutions to improve customer experience and operational efficiency.
- Translate service strategies into actionable product requirements and features, and drive delivery in partnership with engineering, design, and operations teams.
- Define success metrics, evaluate the impact of strategies and product features, and continuously refine them through data analysis and experimentation.

Qualifications

Qualifications

Minimum Qualification(s):
- Bachelor's degree.
- 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
- Strong analytical skills, with the ability to use data to identify problems, uncover opportunities, and inform decisions.
- Strong logical reasoning and structured problem-solving skills, with the ability to turn complex business challenges into clear strategies and practical solutions.
- Strong cross-functional collaboration and stakeholder management skills.
- Ability to thrive in a fast-paced and ambiguous environment.
- In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement of the customer strategy operations. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

Preferred Qualification(s):
- Ability to translate business and service needs into product features and drive execution from concept to launch.