Shop - Customer Experience & Product Program Manager

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.

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.

• 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.

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Inspiring creativity is at the core of Tik Tok'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.

Tik Tok 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 Tik Tok, 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…