TikTok · 1 day ago
TikTok Shop - Customer Segmentation & Experience Strategy Program Manager
Seattle, WA
Full-time
Onsite
Entry, Mid Level
$84K/yr - $144K/yr
2+ years expTikTok is the leading destination for short-form mobile video, and they are seeking a Customer Segmentation & Experience Strategy Program Manager to enhance the customer cancellation journey across TikTok Shop. This role focuses on operational excellence, cross-functional coordination, and improving customer trust through effective cancellation workflows.
Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo
Responsibilities
Own the roadmap and execution for customer-facing cancellation experiences across order, fulfillment, and post-purchase flows
Partner with Product, Logistics, Service Delivery, and Ops teams to identify gaps and drive continuous improvements in cancellation workflows
Design and maintain dashboards to monitor cancellation performance, operational health, and customer outcomes
Support the development and rollout of policies, tooling, and workflows that improve cancellation success rates and reduce customer effort
Analyze Contacts Per Order (CPO), Voice of Customer (VOC), and operational data to surface pain points and prioritize fixes
Drive root-cause analysis for cancellation-related escalations and contribute to scalable process and product solutions
Track and report on key experience metrics and recommend optimization actions to stakeholders
Qualification
Required
BA/BS degree or equivalent practical experience
+2 years of business experience in the service and experience field
Experience managing data analytics and related business metrics
Preferred
Strong customer obsession with experience designing or improving post-purchase flows
Experience in e-commerce, marketplace platforms, or logistics environments
Ability to influence cross-functional partners
Benefits
Medical, dental, and vision insurance
401(k) savings plan with company match
Paid parental leave
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
10 paid holidays per year
10 paid sick days per year
17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
Company
TikTok
TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.
10001+ employees
H1B Sponsorship
TikTok has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (979)
2024 (601)
2023 (387)
2022 (322)
2021 (133)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
N Ali Mohamed
CEO
Blake Chandlee
VP Global Business Solutions
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