TikTok Shop - Customer Experience & Product Program Manager

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 identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact.

Responsibilities:

• Support the development and optimization of after-sales service experiences by gathering customer feedback, business needs, and performance data.
• Identify pain points across the customer journey and assist in proposing improvements to service policies, processes, and product solutions.
• Translate business and service needs into clear product requirements and user stories, and partner with engineering, design, and operations teams to support execution and delivery.
• Track key service and product performance metrics, monitor feature impact, and contribute to continuous improvements through data analysis and testing. Minimum Qualification(s)
• Bachelor s degree.
• Good analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
• Strong logical thinking and structured problem-solving skills, with the ability to break down business challenges into actionable steps.
• Ability to translate business and service needs into product requirements and support implementation from concept to launch.
• Strong cross-functional communication and collaboration skills, with the ability to work effectively with multiple stakeholders.
• 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.