After-Sales Experience Lead: Product & Strategy

TikTok; San Jose (CA); On-site; USD 159,000 - 272,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with company match

Paid parental leave

Disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

Paid personal time (15–20 days prorate

Job summary

TikTok is seeking a seasoned product leader to own the after-sales service strategy for TikTok Shop in a dynamic, global environment. You will translate customer insights into scalable policies and product requirements, partnering with Product, Engineering, Design, and Operations to drive end-to-end execution.

You will define roadmaps, establish metrics, and lead cross-functional initiatives to improve customer experience and business outcomes while collaborating with teams across APAC and

Qualifications

• Bachelor's degree.
• 5+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Strong analytical and strategic thinking skills, with the ability to leverage data and customer insights to identify complex problems, uncover opportunities, and inform business decisions.
• Strong logical reasoning and structured problem-solving skills, with the ability to translate ambiguous and complex business challenges into clear strategies and scalable solutions.
• Demonstrated ability to translate business and customer needs into product strategies, requirements, and roadmaps, and drive execution from concept through launch and iteration.
• Strong cross-functional leadership and stakeholder management skills, with the ability to influence and align teams without direct authority.
• Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

Responsibilities

• Own and drive after-sales experience and service strategy based on customer needs, business priorities, market trends, and data insights.
• Identify systemic gaps and opportunities across the customer journey, developing service policies, processes, and scalable solutions that improve customer experience, business outcomes, and operational efficiency.
• Translate complex business and service challenges into product strategies and requirements, defining roadmaps and driving end-to-end execution in partnership with Product, Engineering, Design, Operations, and other cross-functional teams.
• Establish success metrics and measurement frameworks to evaluate the impact of service strategies and product solutions, using data, experimentation, and customer insights to drive continuous improvement.
• Lead cross-functional initiatives from problem identification through launch and iteration, aligning stakeholders, influencing decision-making, and ensuring execution against strategic priorities.
• Identify emerging customer and operational needs and proactively develop scalable solutions that can support evolving business requirements.

Skills

Analytical thinking

Cross-functional collaboration

Data-driven decisions

Product management

Strategic thinking

Education

Bachelor's degree

Job description

TikTok is seeking a seasoned product leader to own the after-sales service strategy for TikTok Shop in a dynamic, global environment. You will translate customer insights into scalable policies and product requirements, partnering with Product, Engineering, Design, and Operations to drive end-to-end execution.

You will define roadmaps, establish metrics, and lead cross-functional initiatives to improve customer experience and business outcomes while collaborating with teams across APAC and