Shop - Customer Experience Strategy & Product Lead

Tik Tok Shop - Customer Experience Strategy & Product Lead

Location:

Seattle

Employment Type:

Regular

Job Code:

A197612

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Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep Tik Tok 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.

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.

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.

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…