Shop - Customer Experience Strategy & 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 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.

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 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.

Requirements:

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.