TikTok Shop - Head of Customer Experience/Service Strategy & Products

TikTok Shop - Head of Customer Experience/Service Strategy & Products

Location:

Employment Type:

Regular

Job Code:

A21849B

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.

Qualifications

• 5+ years of experience in customer experience or product management, including 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 initiatives.
• Experience in e-Commerce and AI-enabled customer service products is preferred.

Job Information

The base salary range for this position in the selected city is $256880 - $438900 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

• 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
• 3. Exercising sound judgment.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at