186 jobs for "Customer Experience"

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Creative Director - Experience Design (XD)

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Marketing Manager

At The TJX Companies, Inc. - Mascot

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Digital Strategy Lead

At The Hartford - Chicago

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Audience Marketing Manager (Retail)

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Senior Graphic Designer

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TikTok

Program Manager, Measurement & Experimentation, PMC & IE GBM - GBS

San FranciscoMarketing$108,000 – $208,800Posted 7 days ago

Apply on company site View full job

Responsibilities

The Global Business Marketing (GBM) team champions TikTok in the B2B landscape, showing advertisers and sales teams how TikTok's creative ecosystem drives real business results. We build the stories, education, and go-to-market programs that sellers use to deepen client relationships across markets.

Working with brands of all sizes, we also bring campaigns to life through creative ideation, brand and event strategy, and the design and production of TikTok for Business marketing, so advertisers can create content that connect with audiences. Trends, consumer behavior, and advertising formats all move quickly on TikTok. The challenge is turning what makes the platform engaging into solutions that are creative, measurable, and scalable across very different markets, without making the experience feel like traditional advertising.

You will shape how the market understands TikTok as a business platform, and help brands show up authentically on it.

Our Product MarComs (PMC) & Industry Enablement (IE) sits at the intersection of Product, Sales, Data and Customer Experience. We build the knowledge, education, intelligence and measurement capabilities that help turn product innovation and marketing interventions into measurable customer and business outcomes.

Our work spans customer and seller experiences including the Business Resource Center, in-product education, sales enablement and AI-powered education experiences.

As these experiences become increasingly connected, our measurement approach must evolve as well-from measuring individual programs and channels to understanding how knowledge, education and marketing interventions influence customer behavior across the journey.

We are building a measurement and experimentation capability that connects customer engagement to activation, product adoption, expansion and business growth.

We're seeking an experienced Program Manager, Measurement & Experimentation to build the measurement foundation that enables data-driven decision making across product knowledge, education and customer enablement experiences.

Today, customer and seller interactions occur across multiple surfaces and systems. Traffic, engagement, learning activity, AI interactions, product behavior and commercial outcomes are often measured independently, making it difficult to understand the complete customer journey or determine which interventions actually drive behavior.

This role will help change that.

Responsibilities
Build a Connected Measurement Architecture
- Develop scalable measurement frameworks to evaluate the business impact of product knowledge, education, and enablement initiatives across the customer journey.
- Define standardized metrics, event taxonomies, and measurement requirements across reach, engagement, learning, activation, product adoption, and commercial outcomes.
- Partner with Data Science, Data Engineering, and Analytics teams to integrate data across systems, improve measurement capabilities, and connect customer engagement to downstream business outcomes.
Connect Engagement to Business Outcomes
- Develop measurement frameworks that connect customer and seller engagement to measurable behavioral and business outcomes beyond traditional engagement metrics.
- Define leading and lagging indicators to assess the impact of knowledge and education initiatives on activation, product adoption, retention, expansion, and revenue.
- Establish attribution and measurement approaches to evaluate the effectiveness and business contribution of educational experiences and platforms, such as TikTok Academy and Business Help Center.
Build an Experimentation Capability
- Establish scalable experimentation standards and playbooks across knowledge, education, and customer enablement programs.
- Partner with Product, Marketing, and Data Science teams to design and evaluate experiments using clear hypotheses, success metrics, and appropriate testing methodologies.
- Translate experimental insights into actionable recommendations to optimize customer behavior, product experiences, content, and engagement strategies.
Develop Holistic Reporting & Decision Systems
- Develop scalable reporting frameworks, datasets, and dashboards that provide end-to-end visibility across the customer journey and business outcomes.
- Create executive-level insights, performance benchmarks, and automated monitoring to identify trends, gaps, and optimization opportunities.
- Partner with Analytics and Data Engineering teams to translate data into actionable insights that drive strategic decisions and continuous improvement.
Enable Customer and Knowledge Intelligence
- Leverage behavioral data across customer interactions, learning, AI experiences, and product usage to identify knowledge gaps and adoption barriers.
- Partner with cross-functional teams to identify customer friction and determine effective interventions across audiences, products, and journey stages.
- Establish continuous feedback loops that translate measurement insights into actionable improvements for knowledge, education, customer adoption, and GTM strategies.
Connect Measurement to GBM Objectives
Develop measurement approaches that demonstrate how our capabilities contribute to GBM priorities including:
- New Client Acquisition: qualification, onboarding, activation and time to first meaningful action.
- Client Expansion: adoption of additional products and capabilities, engagement and growth.
- Product Growth: product awareness → understanding → activation → sustained adoption.
- Market Positioning: reach, engagement and behavioral signals associated with strategic narratives and education.
- Commercial Marketing Excellence: measurement consistency, automation, experimentation and decision quality.

Qualifications

Minimum Qualifications
- 5+ years of experience in measurement strategy, marketing or product analytics, experimentation, data strategy, or program management within technology or digital businesses.
- Proven ability to develop measurement frameworks that connect engagement, funnel, and lifecycle metrics to customer behavior and business outcomes across acquisition, activation, adoption, retention, and growth.
- Strong analytical and technical acumen, with experience translating business objectives into data requirements, KPIs, hypotheses, and actionable analytical approaches.
- Demonstrated experience partnering with Data Science, Data Engineering, and Analytics teams to build scalable datasets, dashboards, reporting solutions, and measurement systems that drive strategic decision-making.
- Working knowledge of experimentation methodologies, including A/B testing, control groups, statistical significance, and measurement design, supported by strong problem-solving skills.
- Proven ability to lead complex cross-functional initiatives, influence stakeholders, and communicate complex analytical concepts effectively to both technical and business audiences in ambiguous, fast-paced environments.

Preferred Qualifications
- Experience in Product/Growth Analytics, Marketing Science, MarTech, B2B SaaS, or enterprise technology.
- Knowledge of causal inference, incrementality measurement, quasi-experimental methodologies, and product experimentation.
- Experience connecting marketing engagement, customer behavior, product usage, and revenue outcomes through measurement frameworks.
- Familiarity with event taxonomies, cross-platform measurement architectures, SQL, and modern analytics environments.
- Experience with customer segmentation, funnel and cohort analysis, behavioral analytics, or measuring AI-powered and conversational experiences.
- Experience supporting global and regional organizations and working across complex, cross-functional teams.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $108000 - $208800 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.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- 5+ years of experience in measurement strategy, marketing or product analytics, experimentation, data strategy, or program management within technology or digital businesses.
- Proven ability to develop measurement frameworks that connect engagement, funnel, and lifecycle metrics to customer behavior and business outcomes across acquisition, activation, adoption, retention, and growth.
- Strong analytical and technical acumen, with experience translating business objectives into data requirements, KPIs, hypotheses, and actionable analytical approaches.
- Demonstrated experience partnering with Data Science, Data Engineering, and Analytics teams to build scalable datasets, dashboards, reporting solutions, and measurement systems that drive strategic decision-making.
- Working knowledge of experimentation methodologies, including A/B testing, control groups, statistical significance, and measurement design, supported by strong problem-solving skills.
- Proven ability to lead complex cross-functional initiatives, influence stakeholders, and communicate complex analytical concepts effectively to both technical and business audiences in ambiguous, fast-paced environments.

Preferred Qualifications
- Experience in Product/Growth Analytics, Marketing Science, MarTech, B2B SaaS, or enterprise technology.
- Knowledge of causal inference, incrementality measurement, quasi-experimental methodologies, and product experimentation.
- Experience connecting marketing engagement, customer behavior, product usage, and revenue outcomes through measurement frameworks.
- Familiarity with event taxonomies, cross-platform measurement architectures, SQL, and modern analytics environments.
- Experience with customer segmentation, funnel and cohort analysis, behavioral analytics, or measuring AI-powered and conversational experiences.
- Experience supporting global and regional organizations and working across complex, cross-functional teams.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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