TikTok Shop - Customer Experience Strategy & Product Lead

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 own the after-sales service strategy, identifying customer and operational gaps and turning them into scalable product and process solutions. Lead cross-functional execution and use data and customer insights to continuously improve the experience and business outcomes.

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, 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.