Global Post-Purchase Experience & Product Lead

TikTok; San Jose (CA); On-site; USD 108,000 - 151,000; Full time

Job summary

TikTok is seeking a role within Global E-Commerce's Governance and Experience team in San Jose to improve post-purchase customer experiences. You will analyze feedback, needs, and performance data to fuel product and process improvements, partnering with Product, Engineering, Design, and Operations to drive delivery.

Responsibilities include gathering customer insights, identifying pain points across the journey, translating needs into clear product requirements, and tracking key metrics to

Qualifications

• Bachelor's degree.
• Strong analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
• Structured thinking and ability to break down business challenges into actionable steps.
• Translate business needs into product requirements and support implementation from concept to launch.
• Strong cross-functional communication and collaboration with multiple stakeholders.
• Fluency in Mandarin and English is required for collaboration with APAC teams.

Responsibilities

• Identify opportunities to improve post-purchase customer experience by analyzing customer feedback, business needs, and performance data.
• Partner with Product, Engineering, Design, and Operations to drive implementation and measure impact.
• Gather customer feedback and performance data to support after-sales service optimization.
• Track service and product performance metrics and contribute to continuous improvements through data analysis and testing.

Skills

Analytical skills

Problem solving

Cross-functional collaboration

Mandarin and English fluency

Education

Bachelor's degree

Job description

TikTok is seeking a role within Global E-Commerce's Governance and Experience team in San Jose to improve post-purchase customer experiences. You will analyze feedback, needs, and performance data to fuel product and process improvements, partnering with Product, Engineering, Design, and Operations to drive delivery.

Responsibilities include gathering customer insights, identifying pain points across the journey, translating needs into clear product requirements, and tracking key metrics to