TikTok Shop - Head of Customer Experience/Service Strategy & Products
TikTok
Los Angeles, CA · Posted November 13, 2026
Just laid off? Start here: a plan for the first weeks
Want recruiters in Strategy to be able to find you?
Roles at this level, like this one at TikTok, are often filled through recruiters.
More in California job market · All Tiktok Shop jobs (170) · Technology & Software · Strategy jobs
More roles at TikTok
- TikTok Shop - Head of Listing Quality - US · Seattle, WA
- Machine Learning Engineer, TikTok Brand Ads · San Jose, CA
- Head of Global Events and Experiential Marketing, GIMC GBM - GBS
- TikTok Shop - Category Manager, Personal Care, K Beauty
- Research Scientist in Generative AI Graduate (Intelligent Creation) - 2026 Start (PhD) · San Jose, CA
- TikTok Shop - Partner Development Manager, ISV Commerce Partnerships · Seattle, WA
Similar jobs
- Head of Strategic Initiatives · Stifel · Sherman Oaks, CA
- Head of Corporate Development · Plaid · San Francisco, CA
- Head of Corporate Development · Checkr · San Francisco, CA
- Head of Strategic Real Estate, AD&S · Anduril Industries · Costa Mesa, CA
- Head of Corporate Development · Temporal · San Francisco, CA
- Head of Strategic Accounts, Enterprise, Americas · Airwallex · San Francisco, CA
Where Los Angeles, CA ranks
Where Los Angeles, CA placed in our monthly rankings, month by month. Each month stays online at its own address.
November 2026
- #2Best cities for aerospace and defense jobs498 openings · of 67
- #2Best cities for media and entertainment jobs429 openings · of 17
- #2Cities with the most jobs that do not need a four-year degree in the West Coast428 jobs · of 47
- #3Best cities for legal jobs339 openings · of 36
- #3Best cities for design jobs158 openings · of 10
- #3Best cities for healthcare jobs590 openings · of 82
TikTok has filed one layoff notice in the last twelve months, covering 250 workers, most recently August 2026. These are public filings with state labor departments, and an open role can sit alongside them. See the filings
About the job
The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.
We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.
You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.
Lead the global customer experience strategy and experience product portfolio for our e-Commerce business. This role owns the end-to-end service journey and translates customer needs into scalable products that improve experience, resolution quality, and operational efficiency.
- Define the global customer experience vision, service strategy, and experience product roadmap. - Identify critical pain points through customer research, journey analysis, feedback, and service data. - Own customer-facing experience products across help centers, self-service, issue resolution, service recovery, proactive communication, and feedback. - Lead the development of service platforms and capabilities, including case management, agent tools, knowledge systems, intelligent routing, and AI-powered solutions. - Manage the full product lifecycle—from opportunity identification and prioritization to design, launch, adoption, and continuous improvement. - Partner with Engineering, Design, Data, Operations, Policy, and regional teams to deliver consistent and scalable experiences across markets. - Define product and experience metrics, evaluate business impact, and build a high-performing experience strategy and product team.
Minimum Qualification(s) - 5+ years of experience in customer experience or product management, including 1+ years in leadership roles. - Proven track record of building and scaling customer-facing experience or customer service products. - Strong expertise in customer journeys, product strategy, service design, and product lifecycle management. - Strong customer empathy, product judgment, analytical capability, and execution skills. - Demonstrated ability to lead complex global and cross-functional initiatives.
Preferred Qualification(s) - Experience in e-Commerce and AI-enabled customer service products is preferred.