After-Sales Experience Product Lead

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

Job summary

TikTok is seeking a Senior Product Manager to own the after-sales service strategy for TikTok Shop in San Jose. You will identify customer and operational gaps, translate them into scalable product and process solutions, and lead cross-functional execution with Product, Engineering, Design, and Operations.

You will establish success metrics, use data insights to drive improvements, and collaborate with teams across APAC to align on the customer strategy.

Qualifications

• Bachelor's degree required.
• 5+ years of product management, service strategy, customer experience, service operations, or related field.
• Strong analytical and strategic thinking, with ability to leverage data and insights to identify problems and opportunities.
• Strong logical reasoning and structured problem-solving skills to translate challenges into scalable solutions.
• Experience translating business and customer needs into product roadmaps and driving execution from concept to launch.

Responsibilities

• Own and drive after-sales experience and service strategy based on customer needs, business priorities, market trends, and data insights.
• Identify gaps across the customer journey and develop scalable service policies and processes.
• Translate challenges into product strategies and requirements, defining roadmaps and driving end-to-end execution with cross-functional teams.
• Establish success metrics, evaluate impact using data and customer insights, and drive continuous improvement.
• Lead cross-functional initiatives from problem identification to launch and iteration, aligning stakeholders.

Skills

Analytical thinking

Strategic thinking

Cross-functional leadership

Problem solving

Data-driven decisions

Education

Bachelor's degree

Job description

TikTok is seeking a Senior Product Manager to own the after-sales service strategy for TikTok Shop in San Jose. You will identify customer and operational gaps, translate them into scalable product and process solutions, and lead cross-functional execution with Product, Engineering, Design, and Operations.

You will establish success metrics, use data insights to drive improvements, and collaborate with teams across APAC to align on the customer strategy.