客户服务体验产品策略Leader-TikTok Shop
Core
Lead global customer experience strategy and product for e-commerce, transforming customer needs into scalable products to enhance experience, problem resolution quality, and operational efficiency.
Role type
Senior Product Strategy Leader (Customer Experience)
Builds
End-to-end service journeys, customer experience products (help centers, self-service, problem resolution, service recovery, proactive communication, feedback), and service platforms (ticketing, tools, knowledge systems, AI-driven solutions).
Domain
E-commerce / Customer Experience / AI
Deliverable
product features
Required skills
Product strategy, customer journey mapping, service design, product lifecycle management, cross-functional leadership, data analysis, product prioritization.
Preferred skills
E-commerce experience, AI-enabled customer service products, English fluency.
Technologies
AI-driven solutions, ticketing systems, knowledge management systems.
Responsibilities
Define global customer experience vision and roadmap; identify key pain points via customer research and data; lead service platform capabilities; manage full product lifecycle from ideation to optimization; build and lead a strategy and product team.
Seniority
Senior, hands-on IC with leadership responsibilities
