TikTok
TikTok Shop - Head of Customer Experience/Service Strategy & Products
Seattle, Washington · 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 service products for e-commerce, improving customer journeys, issue resolution, and operational efficiency.
What you'll do
- Set the global customer experience vision, service strategy, and product roadmap; identify customer pain points using research and service data.
- Own customer-facing products and service capabilities, including help centers, self-service, case management, agent tools, and AI-powered solutions.
- Lead product lifecycle and cross-functional delivery, define experience metrics, assess impact, and build the experience strategy and product team.
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.
- 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 capabilities and customer service products.
Model-written summary · the original posting is authoritative