TikTok Shop - Customer Experience & Product Program Manager

TikTok; San Jose (CA); On-site; USD 108,000 - 151,000; Full time

Job summary

TikTok is seeking a role within Global E-Commerce's Governance and Experience team in San Jose to improve post-purchase customer experiences. You will analyze feedback, needs, and performance data to fuel product and process improvements, partnering with Product, Engineering, Design, and Operations to drive delivery.

Responsibilities include gathering customer insights, identifying pain points across the journey, translating needs into clear product requirements, and tracking key metrics to

Qualifications

• Bachelor's degree.
• Strong analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
• Structured thinking and ability to break down business challenges into actionable steps.
• Translate business needs into product requirements and support implementation from concept to launch.
• Strong cross-functional communication and collaboration with multiple stakeholders.
• Fluency in Mandarin and English is required for collaboration with APAC teams.

Responsibilities

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

Skills

Analytical skills

Problem solving

Cross-functional collaboration

Mandarin and English fluency

Education

Bachelor's degree

Job description

Responsibilities

Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators.

In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact.

• Support the development and optimization of after-sales service experiences by gathering customer feedback, business needs, and performance data.
• Identify pain points across the customer journey and assist in proposing improvements to service policies, processes, and product solutions.
• Translate business and service needs into clear product requirements and user stories, and partner with engineering, design, and operations teams to support execution and delivery.
• Track key service and product performance metrics, monitor feature impact, and contribute to continuous improvements through data analysis and testing.

Qualifications

Minimum Qualification(s)

• 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.
• In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the customer strategy operations. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $108000 - $151200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• 3. Exercising sound judgment.