TikTok Shop - Head of Global Experience Strategy
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 Global E-commerce Experience Strategy Team is the architect of the end-to-end customer journey. Our mission is to enhance the shopping experience by building and sustaining trust at every stage-while enabling sellers to do the same. We proactively shape expectations before purchase, ensure a seamless experience that minimizes post-purchase friction, and maximize customer satisfaction to drive long-term loyalty.
As the Head of Global Experience Strategy, you will be the leader responsible for designing and executing customer-centric strategies across the full shopping lifecycle. You will lead a multi-layered global organization to drive operational excellence, strengthen cross-functional collaboration, and set a high bar for e-commerce trust and experience worldwide. Success in this role will come from building strong global foundations, influencing strategic direction, and partnering effectively with regional leaders to scale what works with appropriate localization.
Responsibilities:
1. Lead Global Experience Strategy and Set the Standard: Own and drive experience strategy at the global level, defining high-impact initiatives that improve trust, reduce friction, and strengthen the end-to-end buyer journey. Build scalable frameworks, standards, and mechanisms that establish a high bar for experience excellence across markets.
2. Drive Globalization Through a Center of Excellence Model: Translate proven experience strategies, operating mechanisms, and service principles into global frameworks that can be adopted across regions. Partner closely with regional experience leaders, who retain ownership of market strategies, to enable thoughtful localization rather than one-size-fits-all replication.
3. Improve Trust and Aftersales Experience: Lead deep-dive analyses into key buyer pain points, especially across post-purchase journeys such as returns, refunds, disputes, and customer support. Identify structural issues and improvement opportunities, and work cross-functionally to design seamless, fair, and customer-centric solutions.
4. Build a Strong Voice of Customer and Measurement System: Define core performance metrics and reporting frameworks to monitor buyer experience trends, trust outcomes, operational effectiveness, and the impact of strategic initiatives. Use data-driven insights to inform policy, workflow, and platform improvements.
5. Influence Cross-Functional Roadmaps: Partner closely with product, operations, logistics, customer service, policy, and other cross-functional teams to improve customer-facing tools, processes, and experiences. Act as a key bridge between business strategy and technical execution, helping shape roadmaps that can scale across markets.
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6. Lead Organization Design and Team Development: Build, develop, and mentor a high-performing experience strategy team. Help define team scope, capabilities, and operating model to support global priorities and regional scaling efforts. Foster strong collaboration across a distributed, matrixed organization.
7. Shape the Future of Experience Through AI and Automation: Champion the strategic use of AI and automation to improve service quality, reduce operational friction, and create more proactive, scalable, and customer-centric experience solutions.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Marketing, Operations, or a related field.
- 10+ years of experience in e-commerce, marketplace, customer experience, service strategy, or other related customer-facing functions.
- Deep expertise in global e-commerce, with strong understanding of customer expectations, post-purchase experience, trust drivers, and marketplace/service operations.
- Proven leadership experience driving customer experience or service strategy in complex, high-growth, matrixed environments.
- 5+ years of people management experience, including experience leading and scaling multi-layered teams.
- Strong track record of influencing cross-functional stakeholders and translating strategy into execution.
- In this role, you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to our programs. Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease.
Preferred Qualifications:
- Experience in large-scale marketplace or platform environments, especially with third-party sellers/merchants.
- Strong familiarity with post-purchase journeys, including fulfillment, returns, refunds, disputes, reverse logistics, and customer service operations.
- Experience building scalable frameworks that can be adopted across multiple markets or business lines.
- Demonstrated success partnering across global and regional teams in a distributed organization.
- Experience in policy, compliance, risk, controls, or trust-related domains.
- Experience using data, experimentation, and customer insights to shape strategy and measure impact.
- Exposure to AI, automation, or service tooling transformation.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $180310 - $364800 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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