Post-Purchase Experience & Product Programs Lead

TikTok; Seattle, Northern (WA, KY); Hybrid; USD 103,000 - 144,000; Full time

Job summary

TikTok Shop is seeking a Customer Experience & Product Program Manager in Seattle to identify opportunities to improve post-purchase experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process changes.

You will partner with Product, Engineering, Design, and Operations to drive implementation and measure impact, tracking key metrics and pushing data-driven improvements across the after-sales journey.

Qualifications

• Bachelor's degree.
• 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 skills, with the ability to break down business challenges into actionable steps.
• Ability to translate business and service needs into product requirements and support implementation from concept to launch.
• Strong cross-functional communication and collaboration skills, with the ability to work effectively with multiple stakeholders.
• Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

Responsibilities

• Support the development and optimization of after-sales service experiences using feedback and data.
• Identify pain points across the customer journey and help improve policies, processes, and product solutions.
• Translate needs into clear product requirements and work with engineering, design, and operations to execute.
• Track service and product metrics, monitor feature impact, and drive data-driven improvements.

Skills

Analytical skills

Problem solving

Product requirement translation

Cross-functional collaboration

Mandarin & English fluency

Data-driven decision making

Education

Bachelor's degree

Job description

TikTok Shop is seeking a Customer Experience & Product Program Manager in Seattle to identify opportunities to improve post-purchase experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process changes.

You will partner with Product, Engineering, Design, and Operations to drive implementation and measure impact, tracking key metrics and pushing data-driven improvements across the after-sales journey.