Head of Global CX, Service Strategy & Products

TikTok; Seattle (WA); On-site; USD 257,000 - 439,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid parental leave

Short/long-term disability

Life insurance

Wellbeing benefits

Paid holidays

Sick days

Paid Personal Time

Job summary

TikTok is seeking a Head of Customer Experience/Service Strategy & Products in Seattle. This role leads the global customer experience strategy and end-to-end service journey for our e-commerce ecosystem, shaping scalable products across help centers, self-service, and AI-powered solutions.

You will partner with Engineering, Design, Data, Operations, Policy, and regional teams to improve resolution quality, customer empathy, and operational efficiency while driving a high-impact product

Qualifications

• 5+ years of experience in customer experience or product management, including 1+ years in leadership.
• 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.

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

Leadership experience

Customer experience

Product strategy

Analytical capability

Cross-functional initiatives

Job description

TikTok is seeking a Head of Customer Experience/Service Strategy & Products in Seattle. This role leads the global customer experience strategy and end-to-end service journey for our e-commerce ecosystem, shaping scalable products across help centers, self-service, and AI-powered solutions.

You will partner with Engineering, Design, Data, Operations, Policy, and regional teams to improve resolution quality, customer empathy, and operational efficiency while driving a high-impact product