TikTok Shop - Customer Experience & Product Program Manager
Core
Improving post-purchase customer experience by analyzing feedback and data to drive product and process improvements for TikTok Shop.
Role type
Product Program Manager (Customer Experience)
Builds
After-sales service experiences, service policies, and product solutions for buyers, sellers, and creators.
Domain
E-Commerce / Customer Experience
Deliverable
product features
Required skills
Data analysis, structured problem-solving, product requirement translation, cross-functional collaboration, Mandarin fluency, English fluency
Preferred skills
None stated
Technologies
None stated
Responsibilities
Gather customer feedback and performance data to identify pain points; Propose improvements to service policies and processes; Translate business needs into product requirements and user stories; Track service metrics and monitor feature impact.
Seniority
Mid-level, hands-on IC