Post-Purchase Experience & Product Program Lead

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

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid parental leave

Short-term and long-term disability

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time

Job summary

TikTok is seeking aRole in Global E-Commerce’s Governance and Experience to enhance after-sales experiences and drive data-driven product improvements. You will partner with Product, Engineering, Design, and Operations to implement changes and measure impact across the customer journey.

Responsibilities include identifying pain points, translating needs into actionable product requirements, and tracking key metrics to inform ongoing optimizations.

Qualifications

• Bachelor's degree required.
• Strong analytical skills with data-driven problem solving.
• Structured thinking to break down business challenges into steps.
• Translate business needs into product requirements and support implementation.
• Excellent cross-functional communication with multiple stakeholders.
• Fluency in Mandarin and English required for collaboration with APAC teams.

Responsibilities

• Identify opportunities to improve post-purchase customer experience by analyzing feedback, needs, and performance data.
• Partner with Product, Engineering, Design, and Operations to drive implementation and measure impact.
• Support development and optimization of after-sales service experiences by gathering feedback and data.
• Translate business needs into clear product requirements and user stories for delivery by cross-functional teams.
• Track service and product performance metrics and contribute to continuous improvements through data analysis and testing.

Skills

Analytical skills

Structured problem solving

Translate to product requirements

Cross-functional collaboration

Mandarin and English fluency

Education

Bachelor's degree

Job description

TikTok is seeking aRole in Global E-Commerce’s Governance and Experience to enhance after-sales experiences and drive data-driven product improvements. You will partner with Product, Engineering, Design, and Operations to implement changes and measure impact across the customer journey.

Responsibilities include identifying pain points, translating needs into actionable product requirements, and tracking key metrics to inform ongoing optimizations.