TikTok Shop - Customer 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 - Customer Experience Strategy & Product Lead

Location:

Seattle

Employment Type:

Regular

Job Code:

A197612

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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.

• 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, business outcomes, and operational efficiency.
• Translate complex business and service challenges into product strategies and requirements, defining roadmaps and driving end-to-end execution in partnership with Product, Engineering, Design, Operations, and other cross-functional teams.
• Establish success metrics and measurement frameworks to evaluate the impact of service strategies and product solutions, using data, experimentation, and customer insights to drive continuous improvement.
• Lead cross-functional initiatives from problem identification through launch and iteration, aligning stakeholders, influencing decision-making, and ensuring execution against strategic priorities.
• Identify emerging customer and operational needs and proactively develop scalable solutions that can support evolving business requirements.

Qualifications

Minimum Qualification(s):

• Bachelor's degree.
• 5+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Strong analytical and strategic thinking skills, with the ability to leverage data and customer insights to identify complex problems, uncover opportunities, and inform business decisions.
• Strong logical reasoning and structured problem-solving skills, with the ability to translate ambiguous and complex business challenges into clear strategies and scalable solutions.
• Demonstrated ability to translate business and customer needs into product strategies, requirements, and roadmaps, and drive execution from concept through launch and iteration.
• Strong cross-functional leadership and stakeholder management skills, with the ability to influence and align teams without direct authority.

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.

Preferred Qualification(s):

• Ability to articulate strategy, influence stakeholders, and drive alignment across diverse teams.
• Demonstrated ownership of complex, high-impact initiatives in a fast-paced and ambiguous environment.

Job Information

The base salary range for this position in the selected city is $151050 - $258400 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;
3. Exercising sound judgment.

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

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