TikTok Shop - Head of Customer Experience/Service Strategy & Products

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.

Lead the global customer experience strategy and experience product portfolio for our e-Commerce business. This role owns the end-to-end service journey and translates customer needs into scalable products that improve experience, resolution quality, and operational efficiency.

- Define the global customer experience vision, service strategy, and experience product roadmap.
- Identify critical pain points through customer research, journey analysis, feedback, and service data.
- Own customer-facing experience products across help centers, self-service, issue resolution, service recovery, proactive communication, and feedback.
- Lead the development of service platforms and capabilities, including case management, agent tools, knowledge systems, intelligent routing, and AI-powered solutions.
- Manage the full product lifecycle-from opportunity identification and prioritization to design, launch, adoption, and continuous improvement.
- Partner with Engineering, Design, Data, Operations, Policy, and regional teams to deliver consistent and scalable experiences across markets.
- Define product and experience metrics, evaluate business impact, and build a high-performing experience strategy and product team.

Qualifications

Minimum Qualification(s)
- 5+ years of experience in customer experience or product management, including 1+ years in leadership roles.
- Proven track record of building and scaling customer-facing experience or customer service products.
- Strong expertise in customer journeys, product strategy, service design, and product lifecycle management.
- Strong customer empathy, product judgment, analytical capability, and execution skills.
- Demonstrated ability to lead complex global and cross-functional initiatives.

Preferred Qualification(s)
- Experience in e-Commerce and AI-enabled customer service products is preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $256880 - $438900 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 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.

Lead the global customer experience strategy and experience product portfolio for our e-Commerce business. This role owns the end-to-end service journey and translates customer needs into scalable products that improve experience, resolution quality, and operational efficiency.

- Define the global customer experience vision, service strategy, and experience product roadmap.
- Identify critical pain points through customer research, journey analysis, feedback, and service data.
- Own customer-facing experience products across help centers, self-service, issue resolution, service recovery, proactive communication, and feedback.
- Lead the development of service platforms and capabilities, including case management, agent tools, knowledge systems, intelligent routing, and AI-powered solutions.
- Manage the full product lifecycle-from opportunity identification and prioritization to design, launch, adoption, and continuous improvement.
- Partner with Engineering, Design, Data, Operations, Policy, and regional teams to deliver consistent and scalable experiences across markets.
- Define product and experience metrics, evaluate business impact, and build a high-performing experience strategy and product team.

Qualifications

Qualifications

Minimum Qualification(s)
- 5+ years of experience in customer experience or product management, including 1+ years in leadership roles.
- Proven track record of building and scaling customer-facing experience or customer service products.
- Strong expertise in customer journeys, product strategy, service design, and product lifecycle management.
- Strong customer empathy, product judgment, analytical capability, and execution skills.
- Demonstrated ability to lead complex global and cross-functional initiatives.

Preferred Qualification(s)
- Experience in e-Commerce and AI-enabled customer service products is preferred.