Post-Purchase Experience & Product Programs Lead

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

Job summary

TikTok, the leading short-form video platform, is seeking to strengthen Global E-Commerce's Governance and Experience team by improving after-purchase customer experiences and translating insights into product and process improvements.

You will partner with Product, Engineering, Design, and Operations to drive implementation, identify pain points, and translate business needs into clear product requirements. Fluency in Mandarin and English is required.

Qualifications

• Bachelor's degree.
• Strong analytical skills and data-driven decision making.
• Structured problem solving to break down complex challenges.
• Translate business needs into product requirements and support implementation.
• Strong cross-functional communication and collaboration with multiple stakeholders.

Responsibilities

• Support development and optimization of after-sales service experiences by gathering feedback and data.
• Identify pain points across the customer journey and propose policy, process, and product improvements.
• Translate business needs into product requirements and user stories; collaborate with engineering, design, and operations.
• Track service and product performance metrics and contribute to data-driven improvements.

Skills

Analytical skills

Structured problem-solving

Product requirements translation

Cross-functional collaboration

Bilingual English/Mandarin

Education

Bachelor's degree

Job description

TikTok, the leading short-form video platform, is seeking to strengthen Global E-Commerce's Governance and Experience team by improving after-purchase customer experiences and translating insights into product and process improvements.

You will partner with Product, Engineering, Design, and Operations to drive implementation, identify pain points, and translate business needs into clear product requirements. Fluency in Mandarin and English is required.