After-Sales Experience & Product Strategy Lead

TikTok; San Jose (CA); On-site; USD 122,000 - 209,000; Full time

Benefits offered by this job

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

Job summary

TikTok is seeking a product/service strategy lead for after-sales, working with teams across product, eng, design, and operations to shape the customer journey. The role focuses on translating insights into policies, processes, and product requirements, then driving delivery and measurable improvements.

Collaboration with teams in APAC and China is essential, with fluency in Mandarin and English required. The position emphasizes data-informed decision-making and ongoing optimization within a

Qualifications

• Bachelor's degree.
• 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Fluency in Mandarin and English; strong collaboration and stakeholder management skills.

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 with engineering, design, and operations teams.
• Define success metrics, evaluate impact of strategies and features, and refine them through data analysis and experimentation.

Skills

Analytical skills

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor's degree

Job description

TikTok is seeking a product/service strategy lead for after-sales, working with teams across product, eng, design, and operations to shape the customer journey. The role focuses on translating insights into policies, processes, and product requirements, then driving delivery and measurable improvements.

Collaboration with teams in APAC and China is essential, with fluency in Mandarin and English required. The position emphasizes data-informed decision-making and ongoing optimization within a