Customer Experience & After-Sales Product Lead

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

Job summary

TikTok in California is seeking a product manager for after-sales service strategy within Global E-Commerce's Governance and Experience team. You will develop and drive after-sales service strategies addressing customer needs and business priorities, and partner with engineering, design, and operations to deliver data-driven improvements.

You will work with teams in China and across APAC; fluency in Mandarin and English is required.

Qualifications

• Bachelor's degree.
• 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Strong analytical skills, with the ability to use data to identify problems, uncover opportunities, and inform decisions.
• Strong logical reasoning and structured problem-solving skills, with the ability to turn complex business challenges into clear strategies and practical solutions.
• Strong cross-functional collaboration and stakeholder management skills.
• Ability to thrive in a fast-paced and ambiguous environment.
• Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

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

Skills

Analytical skills

Cross-functional collaboration

Stakeholder management

Mandarin and English fluency

Education

Bachelor's degree

Job description

TikTok in California is seeking a product manager for after-sales service strategy within Global E-Commerce's Governance and Experience team. You will develop and drive after-sales service strategies addressing customer needs and business priorities, and partner with engineering, design, and operations to deliver data-driven improvements.

You will work with teams in China and across APAC; fluency in Mandarin and English is required.