Global CX & Service Strategy Product Lead

TikTok; Los Angeles (CA); On-site; USD 257,000 - 439,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

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

17 days of Paid Personal Time

Job summary

TikTok Shop is seeking a Head of Customer Experience, Service Strategy & Products in Los Angeles. You will define the global customer experience vision and own the strategy and roadmap for experience products across help centers, self-service, and proactive communications.

You will lead cross-functional initiatives with Engineering, Design, Data, Operations, Policy, and regional teams to drive scalable experiences, build metrics, and create a high-performing team focused on customer outcomes.

Qualifications

• 5+ years of experience in customer experience or product management, including 1+ years in leadership roles.
• Proven track record of building and scaling customer-facing experience or customer service products.
• Strong expertise in customer journeys, product strategy, service design, and product lifecycle management.
• Strong customer empathy, product judgment, analytical capability, and execution skills.
• Demonstrated ability to lead complex global and cross-functional initiatives.
• Experience in e-Commerce and AI-enabled customer service products is preferred.

Responsibilities

• Define the global customer experience vision, service strategy, and experience product roadmap.
• Identify critical pain points through customer research, journey analysis, feedback, and service data.
• Own customer-facing experience products across help centers, self-service, issue resolution, service recovery, proactive communication, and feedback.
• Lead the development of service platforms and capabilities, including case management, agent tools, knowledge systems, intelligent routing, and AI-powered solutions.
• Manage the full product lifecycle—from opportunity identification and prioritization to design, launch, adoption, and continuous improvement.
• Partner with Engineering, Design, Data, Operations, Policy, and regional teams to deliver consistent and scalable experiences across markets.
• Define product and experience metrics, evaluate business impact, and build a high-performing experience strategy and product team.

Skills

Customer experience management

Product management

Leadership

Journey analysis

Cross-functional collaboration

AI-enabled customer service

Tools

Case management systems

Agent tools

Knowledge systems

Intelligent routing

AI-powered solutions

Job description

TikTok Shop is seeking a Head of Customer Experience, Service Strategy & Products in Los Angeles. You will define the global customer experience vision and own the strategy and roadmap for experience products across help centers, self-service, and proactive communications.

You will lead cross-functional initiatives with Engineering, Design, Data, Operations, Policy, and regional teams to drive scalable experiences, build metrics, and create a high-performing team focused on customer outcomes.