TikTok Shop - Head of Customer Experience/Service Strategy & Products
tiktokLong Beach, CA
TikTok Shop - Head of Customer Experience/Service Strategy & Products
tiktokLong Beach, CAManager L7
Marketing ManagersMarket Research Analysts and Marketing SpecialistsCustomer Service Representatives
APPLY NOW (opens in a new tab)Overview:
In this role you will lead the global customer experience strategy and portfolio for the e-commerce ecosystem. You will translate customer needs into scalable, trusted products that improve experience, resolution quality, and efficiency. You'll collaborate with cross-functional teams to deliver consistent experiences across markets and drive AI-powered solutions for proactive support and service design. This role offers impact at scale, shaping how businesses, creators, and communities interact with the platform.
Responsibilities:
- Define the global customer experience vision, service strategy, and experience product roadmap
- Identify critical pain points through customer research, journey analysis, feedback, and service data
- Own customer-facing experience products across help centers, self-service, issue resolution, service recovery, proactive communication, and feedback
- Lead the development of service platforms and capabilities, including case management, agent tools, knowledge systems, intelligent routing, and AI-powered solutions
- Manage the full product lifecycle—from opportunity identification and prioritization to design, launch, adoption, and continuous improvement
- Partner with Engineering, Design, Data, Operations, Policy, and regional teams to deliver consistent and scalable experiences across markets
- Define product and experience metrics, evaluate business impact, and build a high-performing experience strategy and product team
Key requirements:
- 5+ years of experience in customer experience or product management 1+ years in leadership roles
- Proven track record of building and scaling customer-facing experience or customer service products
- Strong expertise in customer journeys, product strategy, service design, and product lifecycle management
- Strong customer empathy, product judgment, analytical capability, and execution skills
- Demonstrated ability to lead complex global and cross-functional initiativescustomer empathyanalytical thinkingexecution skillsAI-powered solutions in customer servicecase managementknowledge systems
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Level
Manager L7
Location
Long Beach, CA
Occupation
Marketing Managers
Industry
Software Publishers
Posted
10 days ago