Shop Experience Strategy & Product Lead

TikTok; Seattle (WA); On-site; USD 151,000 - 258,000; Full time

Job summary

TikTok Shop in Seattle is seeking a Customer Experience Strategy & Product Lead to own after-sales experience and service strategy, aligning with business priorities and data insights.

You will translate challenges into product roadmaps, lead cross-functional initiatives with Product, Engineering, Design and Operations, define success metrics, and drive end-to-end execution across global teams. Fluency in Mandarin and English is preferred to collaborate with APAC partners.

Qualifications

• Bachelor's degree required.
• 5+ years of experience in product management, service strategy, customer experience, service operations, or related field.
• Strong analytical and strategic thinking using data and customer insights.
• Strong logical reasoning and structured problem-solving translating complex challenges into scalable solutions.
• Proven ability to translate business and customer needs into product strategies and roadmaps.
• Strong cross-functional leadership and stakeholder management to influence without authority.

Responsibilities

• Own and drive after-sales experience and service strategy based on customer needs, business priorities, market trends, and data insights.
• Identify systemic gaps and opportunities across the customer journey, developing service policies, processes, and scalable solutions that improve customer experience and operational efficiency.
• Translate complex business and service challenges into product strategies and requirements, defining roadmaps and driving end-to-end execution with Product, Engineering, Design, Operations, and other teams.
• Establish success metrics and measurement frameworks to evaluate impact, using data, experimentation, and insights to drive continuous improvement.
• Lead cross-functional initiatives from problem identification through launch and iteration, aligning stakeholders and driving execution against priorities.
• Identify evolving customer and operational needs and proactively develop scalable solutions.

Skills

Product management

Service strategy

Customer experience

Service operations

Cross-functional leadership

Education

Bachelor's degree

Job description

TikTok Shop in Seattle is seeking a Customer Experience Strategy & Product Lead to own after-sales experience and service strategy, aligning with business priorities and data insights.

You will translate challenges into product roadmaps, lead cross-functional initiatives with Product, Engineering, Design and Operations, define success metrics, and drive end-to-end execution across global teams. Fluency in Mandarin and English is preferred to collaborate with APAC partners.