TikTok Shop – Customer Experience Program Manager, Loyalty & Support

Overview

In this role, you will lead the buyer experience initiatives within TikTok Shop’s Global E-Commerce Governance and Experience team. You will shape how customers access help, build trust in the platform, and boost satisfaction and loyalty across a multi-sided marketplace. You’ll work with product, engineering, marketing, and operations to turn data into action, defining clear plans and timelines. This role offers the chance to drive meaningful improvements in customer experience at scale and contribute to a trusted e-commerce ecosystem.

Responsibilities

• Drive end-to-end buyer experience improvements across support channels and purchase journey.
• Build and execute a clear vision and strategy to improve access to help, confidence in the platform, and customer loyalty.
• Own buyer support and trust metrics; analyze data and translate findings into actionable insights for strategy and prioritization.
• Triangulate insights from multiple sources, define requirements with cross-functional teams, and negotiate timelines and resources.
• Produce and own BRDs and a comprehensive project/product plan with identified interdependencies.
• Manage go-to-market (GTM) for new products/policies and track post-launch impact.
• Advocate for customers and align stakeholders across marketing, product, logistics, sales, and management to improve satisfaction and retention

Key requirements

• Bachelor’s degree or Master’s degree (or equivalent practical experience)
• Significant experience in Insights, Analytics, Product or Program Management for Customer Experience
• Demonstrable analytical and quantitative skills with data-driven recommendations
• Strong interpersonal and relationship-building skills to interact across all levels of the organization
• Excellent verbal and written communication skills with ability to influence diverse audiences

• Analytical problem solving
• Cross-functional collaboration
• Stakeholder management
• Data analytics
• SQL (preferred)
• BRD writing

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