Post-Purchase Experience & Product Program Lead

TikTok

San Jose, Northern (CA, KY)

Hybrid

USD 108,000 - 151,000

Full time

7 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid parental leave

Short-term & 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 Shop is hiring a Customer Experience & Product Program Manager in San Jose to enhance post-purchase customer experiences. You will partner with Product, Engineering, Design, and Operations to translate insights into product changes and improved service policies.

You will gather feedback, analyze data, and track metrics to measure impact and drive continuous improvements across the customer journey.

Qualifications

Good analytical skills with the ability to use data to identify issues, support problem solving, and inform decisions.
Strong logical thinking and structured problem solving; break down challenges into actionable steps.
Translate business and service needs into product requirements and support implementation from concept to launch.
Strong cross-functional communication and collaboration with multiple stakeholders.

Responsibilities

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