CX Strategy & Product Programs Lead

TikTok; San Jose, Northern (CA, KY); Hybrid; USD 135,000 - 209,000; Full time

Job summary

TikTok Shop is seeking a Customer Experience Strategy & Product Program Manager to lead after-sales service strategies, identify gaps in the customer journey, and translate insights into policies and features.

You will partner with engineering, design, and operations across APAC, collaborating with teams in China. Mandarin and English fluency are required to communicate business terms efficiently.

Qualifications

• Bachelor's degree required.
• 3+ years of product management, service strategy, customer experience, service operations, or related field.
• Strong analytical skills and ability to use data to identify problems and opportunities.
• Excellent logical reasoning and structured problem-solving to turn complex challenges into clear strategies.
• Strong cross-functional collaboration and stakeholder management skills.
• Ability to thrive in a fast-paced, ambiguous environment.
• Mandarin and English fluency required for collaboration with APAC teams.

Responsibilities

• Develop after-sales experience and service strategies based on customer needs, 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; drive delivery with engineering, design, and operations teams.
• Define success metrics and evaluate impact; refine strategies through data analysis and experimentation.

Skills

Data analysis

Problem solving

Cross-functional collab

Strategic thinking

Education

Bachelor's degree

Job description

TikTok Shop is seeking a Customer Experience Strategy & Product Program Manager to lead after-sales service strategies, identify gaps in the customer journey, and translate insights into policies and features.

You will partner with engineering, design, and operations across APAC, collaborating with teams in China. Mandarin and English fluency are required to communicate business terms efficiently.