TikTok Shop - Aftersales Buyer Journey & Experience Program Manager - Seattle

- Buyer Communications for aftersales: Drive improvements in the aftersales buyer journey by identifying communication failure points through journey mapping and collaborating with cross-functional teams to develop and execute solutions that enhance the overall customer experience.
- Design and own a strategic roadmap for elevating the post-purchase experience-balancing customer delight, operational feasibility, and seller fairness.
- Drive cross-functional alignment with Product, Policy, Ops, and Service teams to embed journey-based thinking into all after-sales initiatives.Drive implementation of the fixes and new strategies with the team and drive journey-related initiatives.
- Champion buyer empathy and experience equity-ensuring solutions reflect the needs of diverse buyer segments, including first-time users, high-value customers, and underserved cohorts.
- Define and implement buyer journey metrics (e.g., journey success rate, effort score, resolution transparency) to measure progress and enable data-driven prioritization.
- Partner with VOC, Insights, and Dogfooding teams to triangulate buyer pain points from multiple sources (not limited to VOC) and validate journey improvements through experimentation and iteration.
- Advocate for a proactive, experience-by-design culture, where buyer journey insights inform not just fixes, but future-forward innovation in aftersales.

Qualifications

Minimum Qualifications:
- Bachelor's degree; MBA degree is preferred
- 5+ years in customer experience, product strategy, ideally in e-commerce or consumer platforms.
- Analytical and systems thinker with empathy at the core of problem-solving.
- Comfortable navigating ambiguity and scaling structured solutions in fast-paced environments.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $192533 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:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

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; and

3. Exercising sound judgment.