About this role
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 own the after-sales service strategy, identifying customer and operational gaps and turning them into scalable product and process solutions. Lead cross-functional execution and use data and customer insights to continuously improve the experience and business outcomes.
Responsibilities:
- Own and drive after-sales experience and service strategy based on customer needs, business priorities, market trends, and data insights.
- Identify systemic gaps and opportunities across the customer journey, developing service policies, processes, and scalable solutions that improve customer experience, business outcomes, and operational efficiency.
- Translate complex business and service challenges into product strategies and requirements, defining roadmaps and driving end-to-end execution in partnership with Product, Engineering, Design, Operations, and other cross-functional teams.
- Establish success metrics and measurement frameworks to evaluate the impact of service strategies and product solutions, using data, experimentation, and customer insights to drive continuous improvement.
- Lead cross-functional initiatives from problem identification through launch and iteration, aligning stakeholders, influencing decision-making, and ensuring execution against strategic priorities.
- Identify emerging customer and operational needs and proactively develop scalable solutions that can support evolving business requirements.