After-Sales Experience & Product Strategy Manager

TikTok

Seattle (WA)

On-site

USD 116,000 - 198,000

Full time

8 days ago

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Parental leave

Short/long-term disability

Life insurance

Wellbeing benefits

Paid holidays

Paid sick days

Paid Personal Time

Job summary

TikTok Shop is seeking a Customer Experience Strategy & Product Program Manager in Seattle. You will develop after-sales service strategies, translate insights into product features, and partner with engineering, design, and operations to optimize the customer journey.

Collaborate extensively with teams in China and APAC; fluency in Mandarin and English is required to align strategies and drive improvements across the customer experience. Regular, on-site role with comprehensive benefits.

Qualifications

Bachelor's degree required.
3+ years of relevant experience in product management, service strategy, customer experience, service operations, or related field.
Strong analytical skills with data-driven decision making.
Strong logical reasoning and structured problem solving to turn complex challenges into actionable plans.
Excellent cross-functional collaboration and stakeholder management.
Fluency in Mandarin and English required for collaboration with APAC teams.

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.
Translate service strategies into actionable product requirements and features; drive delivery with engineering, design, and operations teams.
Define success metrics and continuously refine strategies through data analysis and experimentation.