Post-Purchase Experience & Product Program Lead

TikTok; Seattle (WA); On-site; USD 103,000 - 144,000; Full time

Job summary

TikTok is seeking a role within Global E-Commerce's Governance and Experience team to enhance the post-purchase customer journey. You will analyze feedback and performance data, translate insights into product requirements, and partner with Product, Engineering, Design, and Operations to implement improvements.

Responsibilities include identifying pain points, refining service policies, and tracking key metrics to measure impact.

Qualifications

• Bachelor's degree in a relevant field.
• Strong analytical skills to use data for decisions.
• Ability to translate business needs into product requirements.
• Excellent cross-functional collaboration across multiple teams.
• Fluency in Mandarin and English for China/APAC coordination.

Responsibilities

• Support after-sales service experiences by gathering feedback, needs, and performance data.
• Identify pain points across the customer journey and propose improvements to service policies and products.
• Translate needs into product requirements and user stories; work with engineering, design, and operations to deliver.
• Track service and product metrics, monitor feature impact, and drive improvements through data analysis and testing.

Skills

Analytical skills

Cross-functional collaboration

Stakeholder communication

Mandarin & English

Product requirements

Data-driven decisions

Education

Bachelor's degree

Job description

TikTok is seeking a role within Global E-Commerce's Governance and Experience team to enhance the post-purchase customer journey. You will analyze feedback and performance data, translate insights into product requirements, and partner with Product, Engineering, Design, and Operations to implement improvements.

Responsibilities include identifying pain points, refining service policies, and tracking key metrics to measure impact.