TikTok Shop - Head of Customer Experience and External Relations

Responsibilities

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

We are seeking a visionary Head of Global Customer Experience & External Relations-LATAM to define how we build and protect trust within our ecosystem. This is a dual-focus leadership role: you will own the strategy for the end-to-end buyer journey while managing the intricate balance between platform risk, external reputation, and compliance.

Responsibilities:
- Define and drive a high-impact experience strategy that improves trust, reduces friction, and strengthens the end-to-end buyer journey.
- Build scalable frameworks and mechanisms that establish a high bar for "Experience Excellence" across LATAM markets.
- Anticipate customer needs upstream and empower intuitive, self-service personalized experiences to reduce customer effort.
- Build automated systems and processes that ensure we focus on the right customer while building a sustainable, abuse-resistant business.
- Lead investigations into key pain points-specifically returns, refunds, disputes, and support-to identify and fix structural issues.
- Manage external relations-related work, including utilizing AI to analyze video transcripts for sentiment and platform risk, while optimizing model costs.
- Develop strategies that resolve customer issues while strictly balancing compliance requirements and risk management.
- Establish core performance metrics to monitor trust outcomes and operational effectiveness for Voice of Customer.
- Use data-driven insights to refine policies and platform improvements, maintaining a culture of openness to test and take calculated risks.