TikTok Shop - Customer Experience Strategy & Product Program Manager

TikTok; San Jose (CA); On-site; USD 122,000 - 209,000; Full time

Benefits offered by this job

401(k) with company match

Paid parental leave

Disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

Paid Personal Time

Job summary

TikTok is seeking a product/service strategy lead for after-sales, working with teams across product, eng, design, and operations to shape the customer journey. The role focuses on translating insights into policies, processes, and product requirements, then driving delivery and measurable improvements.

Collaboration with teams in APAC and China is essential, with fluency in Mandarin and English required. The position emphasizes data-informed decision-making and ongoing optimization within a

Qualifications

• Bachelor's degree.
• 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Fluency in Mandarin and English; strong collaboration and stakeholder management skills.

Responsibilities

• Develop after-sales experience and service strategies based on customer needs, business priorities, and data insights.
• Identify gaps across the customer journey and design service policies, processes, and solutions to improve customer experience and operational efficiency.
• Translate service strategies into actionable product requirements and features, and drive delivery with engineering, design, and operations teams.
• Define success metrics, evaluate impact of strategies and features, and refine them through data analysis and experimentation.

Skills

Analytical skills

Cross-functional collaboration

Problem solving

Communication

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 develop and drive after-sales service strategies that address customer needs and business priorities. Identify customer journey gaps, translate insights into service policies, processes, and product solutions, and partner cross-functionally to deliver and continuously optimize them based on data and performance.

• Develop after-sales experience and service strategies based on customer needs, business priorities, and data insights.
• Identify gaps across the customer journey and design service policies, processes, and solutions to improve customer experience and operational efficiency.
• Translate service strategies into actionable product requirements and features, and drive delivery in partnership with engineering, design, and operations teams.
• Define success metrics, evaluate the impact of strategies and product features, and continuously refine them through data analysis and experimentation.

Qualifications

Minimum Qualification(s):

• Bachelor's degree.
• 3+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
• Strong analytical skills, with the ability to use data to identify problems, uncover opportunities, and inform decisions.
• Strong logical reasoning and structured problem-solving skills, with the ability to turn complex business challenges into clear strategies and practical solutions.
• Strong cross-functional collaboration and stakeholder management skills.
• Ability to thrive in a fast-paced and ambiguous environment.

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 of 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 translate business and service needs into product features and drive execution from concept to launch.

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 $121600 - $208800 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:

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