Job Description
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are seeking a Customer Segmentation & Experience Strategy Program Manager to define customer archetypes, needs-based segments, and experience strategies that drive trust, efficiency, and differentiated outcomes across TikTok Shop. This role will shape how we prioritize customer investments by translating behavioral data, VOC insights, and business objectives into scalable, actionable experience strategies.
Responsibilities
- Define and evolve customer segmentation frameworks (e.g., lifecycle, value-based, risk-based, intent-based) to guide experience design, policy, tooling, and service strategies.
- Lead the development of customer experience strategies aligned with global ecommerce trends, platform risk posture, and growth objectives.
- Translate behavioral data, VOC, CSAT/NPS insights, and operational signals into actionable experience playbooks and investment recommendations.
- Partner with Product, Ops, Service Delivery, Trust & Safety, and Analytics teams to embed segmentation into product flows, support models, policies, and experimentation.
- Serve as the strategic owner for customer prioritization models, ensuring consistent application across journeys such as onboarding, fulfillment, cancellations, disputes, and returns.
- Identify friction points and experience gaps by segment and recommend differentiated solutions that improve customer satisfaction while optimizing cost-to-serve.
- Own experience strategy KPIs and dashboards, including segment health, trust metrics, and efficiency outcomes, and provide regular executive-level insights.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5+ years of experience in customer strategy, experience analytics, service operations, product strategy, or related fields.
- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
- Strong analytical and structured thinking skills.
Preferred Qualifications
- Deep customer obsession with experience strategy, segmentation design, or personalization frameworks.
- Experience building customer segmentation or lifecycle strategies in ecommerce, marketplace, fintech, or consumer platforms.
- Strong executive communication skills with demonstrated ability to influence product, ops, and policy leaders.
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.
