TikTok
TikTok Shop - Head of Customer Experience/Service Strategy & Products
Los Angeles, California · Director · Full-time · Posted Oct 28, 2026
- Experience
- 5+ years in customer experience or product management, including 1+ years in leadership roles.
About the job
Leads global customer experience strategy and product development for e-commerce, improving service journeys, issue resolution, and operational efficiency.
What you'll do
- Define the global customer experience vision, service strategy, and product roadmap; identify customer pain points.
- Own customer-facing service products and platforms, including self-service, case management, agent tools, knowledge systems, and AI-powered solutions.
- Lead product lifecycle and cross-functional global delivery; define metrics and assess business impact.
What they ask for
- 5+ years in customer experience or product management, including 1+ years in leadership roles.
- Proven track record building and scaling customer-facing experience or customer service products.
- Strong expertise in customer journeys, product strategy, service design, and product lifecycle management.
- Ability to lead complex global and cross-functional initiatives.
Nice to have
- Experience in e-Commerce.
- Experience in AI-enabled customer service products.
AI focus
Lead development of AI-powered service solutions and customer service products.
Model-written summary · the original posting is authoritative