TikTok Shop - Customer Segmentation & Experience Strategy Program Manager

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.