TikTok
TikTok Shop - Customer Experience Strategy & Product Lead
San Jose, California · Full-time · Posted Oct 28, 2026
- Experience
- 5+ years of relevant experience.
- Education
- Bachelor's degree.
About the job
Own TikTok Shop’s after-sales service strategy and turn customer and operational needs into scalable policies, processes, and product solutions.
What you'll do
- Identify customer journey gaps and develop service strategies, policies, processes, and scalable solutions.
- Translate business and service challenges into product requirements and roadmaps, and lead cross-functional execution through launch and iteration.
- Define success metrics and use data, experimentation, and customer insights to improve customer experience and business outcomes.
What they ask for
- Bachelor's degree.
- 5+ years of relevant experience in product management, service strategy, customer experience, service operations, or a related field.
- Ability to translate business and customer needs into product strategies, requirements, and roadmaps, and drive execution from concept through launch and iteration.
- Fluency in Mandarin and English, including communicating business terminology.
Nice to have
- Ability to articulate strategy, influence stakeholders, and drive alignment across diverse teams.
- Ownership of complex, high-impact initiatives in a fast-paced and ambiguous environment.
Model-written summary · the original posting is authoritative