TikTok Shop - Customer Experience & Product Program Manager
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones.
We have content: Responsibilities (list), Qualifications (list), About TikTok (paragraph), Why Join Us (paragraph), Diversity & Inclusion (paragraph), TikTok Accommodation (paragraph), Job Information (Compensation description, Benefits description, etc). Also there is a line about "For Los Angeles County (unincorporated) Candidates: ..." which is legal EEO? Might be considered boilerplate? It's specific legal statement; but it's about fair chance ordinance. Might be considered EEO/legal boilerplate; we should remove? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. That line is legal EEO type. So we should drop it.
Also we have "Job Information" includes compensation and benefits. Those are substantive; we should include Pay and Benefits sections if they have specific content. The posting states compensation range: $108000 - $151200 annually. Also mentions benefits: day one access to medical, dental, vision insurance, 401(k) with match, paid parental leave, short/long term disability, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, 17 days Paid Personal Time. Also mentions bonuses/incentives, RSUs. So we should create Pay section with that compensation range. Benefits section with benefits list. Schedule? Not mentioned, so omit.
We also have "About TikTok" and "Why Join Us", "Diversity & Inclusion", "TikTok Accommodation". Are those considered boilerplate? They are generic company description; but they are substantive? The instruction says remove legal/EEO boilerplate, but not necessarily remove generic "About TikTok". However they say "Prefer a few substantive sections over many thin ones." Could combine About TikTok, Why Join Us, Diversity & Inclusion, Accommodation into maybe a single "About TikTok" section? But we need to follow headings list: they gave examples: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list About TikTok. However we could still include a section if it's substantive, but we should use
for section headings; we can choose any heading name? The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings where appropriate. It doesn't forbid other headings, but suggests using those. Probably we should stick to those headings. So we need to map content to those headings.
We have Responsibilities (list). Qualifications (list). Benefits (list). Pay (compensation). About the role? Could combine the initial paragraph about role: "Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators. In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact." That's about the role. So we can put that under About the role
as prose.
Then Responsibilities Responsibilities
with - list.
Qualifications
Qualifications
with - list (including bullet points). The qualifications list includes bullet points: Bachelor's degree, Good analytical skills..., Strong logical thinking..., Ability to translate..., Strong cross-functional..., In this role, you will be collaborating..., Fluency in Mandarin and English is required... That's a paragraph but we can treat as list items.
We could also include Skills? Not separate; qualifications cover.
Benefits
Benefits
with list.
Pay Pay
with prose (maybe include the compensation range and note about bonuses, RSUs). Should we include "Compensation may vary outside of this range depending on a number of factors..." That's substantive.
Schedule: not present, omit.
We should also include maybe "About TikTok" content? Not required headings; but we could incorporate into About the role? The About TikTok section is generic company description; maybe we can drop as boilerplate? The instruction says remove legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About TikTok is not legal; it's company overview. Could be considered substantive but we already have About the role. Might be okay to include as a separate section but not in the list of headings; but we could still use About TikTok
. However they said "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. implies those are examples, not exclusive. But to be safe, we could include About TikTok as a section; it's not duplicate. However they also said "Prefer a few substantive sections over many thin ones." Adding many sections may be thin. But About TikTok is a substantive paragraph; we could merge it into About the role? But About the role already describes the team and role; About TikTok is broader company mission. Could be separate but still okay.
We also have "Why Join Us", "Diversity & Inclusion", "TikTok Accommodation". Those are also generic; could be considered boilerplate? Might be considered EEO/diversity statements; but they are not legal boilerplate; they are company culture. Might be okay to keep but could be many sections. The instruction to prefer few sections suggests we might combine them into one "About TikTok" section that includes mission, values, diversity, accommodation. However we need to preserve ALL substantive information; we can't summarize away detail. But we can combine them into a single section with multiple paragraphs; that's still preserving all info, not summarizing away. So we could have About TikTok
containing paragraphs: mission, why join us, diversity & inclusion, accommodation. That would preserve all info.
Thus final sections: About the role, Responsibilities, Qualifications, Benefits, Pay, About TikTok (maybe). That's six sections.
Check for duplicated lines: The responsibilities list includes some duplicates? The initial paragraph repeats some responsibilities but we keep both? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the initial paragraph (About the role) and the responsibilities list as separate; they are not duplicates exactly; the list elaborates.
Now we need to strip out boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Job Information" includes compensation and benefits; we keep those. The line about "For Los Angeles County (unincorporated) Candidates: ..." is legal EEO; drop.
Also the line "TikTok Accommodation" is about accommodation; not EEO; it's about providing reasonable accommodations; could be considered legal but it's about accommodation request; might be considered EEO? It's about disability accommodation; could be considered legal but it's not a warning; it's a statement of policy. Might be okay to keep. However it's similar to EEO; but it's about accommodation request; I'd keep it as part of About TikTok.
Now we need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators. In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact.
Responsibilities
- Support the development and optimization of after-sales service experiences by gathering customer feedback, business needs, and performance data.
- Identify pain points across the customer journey and assist in proposing improvements to service policies, processes, and product solutions.
- Translate business and service needs into clear product requirements and user stories, and partner with engineering, design, and operations teams to support execution and delivery.
- Track key service and product performance metrics, monitor feature impact, and contribute to continuous improvements through data analysis and testing.
Qualifications
- Bachelor's degree.
- Good analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
- Strong logical thinking and structured problem-solving skills, with the ability to break down business challenges into actionable steps.
- Ability to translate business and service needs into product requirements and support implementation from concept to launch.
- Strong cross-functional communication and collaboration skills, with the ability to work effectively with multiple stakeholders.
- In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the customer strategy operations.
- Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.
Benefits
- Day one access to 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).
- Additional discretionary bonuses/incentives and restricted stock units may be eligible.
Pay
The base salary range for this position in the selected city is $108,000 - $151,200 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
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We have content: Responsibilities (list), Qualifications (list), About TikTok (paragraph), Why Join Us (paragraph), Diversity & Inclusion (paragraph), TikTok Accommodation (paragraph), Job Information (Compensation description, Benefits description, etc). Also there is a line about "For Los Angeles County (unincorporated) Candidates: ..." which is legal EEO? Might be considered boilerplate? It's specific legal statement; but it's about fair chance ordinance. Might be considered EEO/legal boilerplate; we should remove? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. That line is legal EEO type. So we should drop it. Also we have "Job Information" includes compensation and benefits. Those are substantive; we should include Pay and Benefits sections if they have specific content. The posting states compensation range: $108000 - $151200 annually. Also mentions benefits: day one access to medical, dental, vision insurance, 401(k) with match, paid parental leave, short/long term disability, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, 17 days Paid Personal Time. Also mentions bonuses/incentives, RSUs. So we should create Pay section with that compensation range. Benefits section with benefits list. Schedule? Not mentioned, so omit. We also have "About TikTok" and "Why Join Us", "Diversity & Inclusion", "TikTok Accommodation". Are those considered boilerplate? They are generic company description; but they are substantive? The instruction says remove legal/EEO boilerplate, but not necessarily remove generic "About TikTok". However they say "Prefer a few substantive sections over many thin ones." Could combine About TikTok, Why Join Us, Diversity & Inclusion, Accommodation into maybe a single "About TikTok" section? But we need to follow headings list: they gave examples: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list About TikTok. However we could still include a section if it's substantive, but we should use
for section headings; we can choose any heading name? The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings where appropriate. It doesn't forbid other headings, but suggests using those. Probably we should stick to those headings. So we need to map content to those headings.
We have Responsibilities (list). Qualifications (list). Benefits (list). Pay (compensation). About the role? Could combine the initial paragraph about role: "Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators. In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact." That's about the role. So we can put that under About the role
as prose.
Then Responsibilities Responsibilities
with - list.
Qualifications
Qualifications
with - list (including bullet points). The qualifications list includes bullet points: Bachelor's degree, Good analytical skills..., Strong logical thinking..., Ability to translate..., Strong cross-functional..., In this role, you will be collaborating..., Fluency in Mandarin and English is required... That's a paragraph but we can treat as list items.
We could also include Skills? Not separate; qualifications cover.
Benefits
Benefits
with list.
Pay Pay
with prose (maybe include the compensation range and note about bonuses, RSUs). Should we include "Compensation may vary outside of this range depending on a number of factors..." That's substantive.
Schedule: not present, omit.
We should also include maybe "About TikTok" content? Not required headings; but we could incorporate into About the role? The About TikTok section is generic company description; maybe we can drop as boilerplate? The instruction says remove legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About TikTok is not legal; it's company overview. Could be considered substantive but we already have About the role. Might be okay to include as a separate section but not in the list of headings; but we could still use About TikTok
. However they said "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. implies those are examples, not exclusive. But to be safe, we could include About TikTok as a section; it's not duplicate. However they also said "Prefer a few substantive sections over many thin ones." Adding many sections may be thin. But About TikTok is a substantive paragraph; we could merge it into About the role? But About the role already describes the team and role; About TikTok is broader company mission. Could be separate but still okay.
We also have "Why Join Us", "Diversity & Inclusion", "TikTok Accommodation". Those are also generic; could be considered boilerplate? Might be considered EEO/diversity statements; but they are not legal boilerplate; they are company culture. Might be okay to keep but could be many sections. The instruction to prefer few sections suggests we might combine them into one "About TikTok" section that includes mission, values, diversity, accommodation. However we need to preserve ALL substantive information; we can't summarize away detail. But we can combine them into a single section with multiple paragraphs; that's still preserving all info, not summarizing away. So we could have About TikTok
containing paragraphs: mission, why join us, diversity & inclusion, accommodation. That would preserve all info.
Thus final sections: About the role, Responsibilities, Qualifications, Benefits, Pay, About TikTok (maybe). That's six sections.
Check for duplicated lines: The responsibilities list includes some duplicates? The initial paragraph repeats some responsibilities but we keep both? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the initial paragraph (About the role) and the responsibilities list as separate; they are not duplicates exactly; the list elaborates.
Now we need to strip out boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Job Information" includes compensation and benefits; we keep those. The line about "For Los Angeles County (unincorporated) Candidates: ..." is legal EEO; drop.
Also the line "TikTok Accommodation" is about accommodation; not EEO; it's about providing reasonable accommodations; could be considered legal but it's about accommodation request; might be considered EEO? It's about disability accommodation; could be considered legal but it's not a warning; it's a statement of policy. Might be okay to keep. However it's similar to EEO; but it's about accommodation request; I'd keep it as part of About TikTok.
Now we need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators. In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact.
Responsibilities
- Support the development and optimization of after-sales service experiences by gathering customer feedback, business needs, and performance data.
- Identify pain points across the customer journey and assist in proposing improvements to service policies, processes, and product solutions.
- Translate business and service needs into clear product requirements and user stories, and partner with engineering, design, and operations teams to support execution and delivery.
- Track key service and product performance metrics, monitor feature impact, and contribute to continuous improvements through data analysis and testing.
Qualifications
- Bachelor's degree.
- Good analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
- Strong logical thinking and structured problem-solving skills, with the ability to break down business challenges into actionable steps.
- Ability to translate business and service needs into product requirements and support implementation from concept to launch.
- Strong cross-functional communication and collaboration skills, with the ability to work effectively with multiple stakeholders.
- In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the customer strategy operations.
- Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.
Benefits
- Day one access to 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).
- Additional discretionary bonuses/incentives and restricted stock units may be eligible.
Pay
The base salary range for this position in the selected city is $108,000 - $151,200 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
About the role
as prose. Then ResponsibilitiesResponsibilities
with- list.
Qualifications
Qualifications
with- list (including bullet points). The qualifications list includes bullet points: Bachelor's degree, Good analytical skills..., Strong logical thinking..., Ability to translate..., Strong cross-functional..., In this role, you will be collaborating..., Fluency in Mandarin and English is required... That's a paragraph but we can treat as list items.
We could also include Skills? Not separate; qualifications cover.
Benefits
Benefits
with list. PayPay
with prose (maybe include the compensation range and note about bonuses, RSUs). Should we include "Compensation may vary outside of this range depending on a number of factors..." That's substantive. Schedule: not present, omit. We should also include maybe "About TikTok" content? Not required headings; but we could incorporate into About the role? The About TikTok section is generic company description; maybe we can drop as boilerplate? The instruction says remove legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About TikTok is not legal; it's company overview. Could be considered substantive but we already have About the role. Might be okay to include as a separate section but not in the list of headings; but we could still useAbout TikTok
. However they said "Usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. implies those are examples, not exclusive. But to be safe, we could include About TikTok as a section; it's not duplicate. However they also said "Prefer a few substantive sections over many thin ones." Adding many sections may be thin. But About TikTok is a substantive paragraph; we could merge it into About the role? But About the role already describes the team and role; About TikTok is broader company mission. Could be separate but still okay. We also have "Why Join Us", "Diversity & Inclusion", "TikTok Accommodation". Those are also generic; could be considered boilerplate? Might be considered EEO/diversity statements; but they are not legal boilerplate; they are company culture. Might be okay to keep but could be many sections. The instruction to prefer few sections suggests we might combine them into one "About TikTok" section that includes mission, values, diversity, accommodation. However we need to preserve ALL substantive information; we can't summarize away detail. But we can combine them into a single section with multiple paragraphs; that's still preserving all info, not summarizing away. So we could have
About TikTok
containing paragraphs: mission, why join us, diversity & inclusion, accommodation. That would preserve all info. Thus final sections: About the role, Responsibilities, Qualifications, Benefits, Pay, About TikTok (maybe). That's six sections. Check for duplicated lines: The responsibilities list includes some duplicates? The initial paragraph repeats some responsibilities but we keep both? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the initial paragraph (About the role) and the responsibilities list as separate; they are not duplicates exactly; the list elaborates. Now we need to strip out boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Job Information" includes compensation and benefits; we keep those. The line about "For Los Angeles County (unincorporated) Candidates: ..." is legal EEO; drop. Also the line "TikTok Accommodation" is about accommodation; not EEO; it's about providing reasonable accommodations; could be considered legal but it's about accommodation request; might be considered EEO? It's about disability accommodation; could be considered legal but it's not a warning; it's a statement of policy. Might be okay to keep. However it's similar to EEO; but it's about accommodation request; I'd keep it as part of About TikTok. Now we need to output only HTML fragment, no /, no markdown fences. Let's craft:About the role
Global E-Commerce's Governance and Experience team builds the policies, products, and operating mechanisms that keep TikTok Shop safe and trustworthy for buyers, sellers, and creators. In this role, you will identify opportunities to improve the post-purchase customer experience by analyzing customer feedback, business needs, and performance data, and translate insights into product and process improvements. Partner cross-functionally with Product, Engineering, Design, and Operations teams to drive implementation and measure impact.
Responsibilities
- Support the development and optimization of after-sales service experiences by gathering customer feedback, business needs, and performance data.
- Identify pain points across the customer journey and assist in proposing improvements to service policies, processes, and product solutions.
- Translate business and service needs into clear product requirements and user stories, and partner with engineering, design, and operations teams to support execution and delivery.
- Track key service and product performance metrics, monitor feature impact, and contribute to continuous improvements through data analysis and testing.
Qualifications
- Bachelor's degree.
- Good analytical skills, with the ability to use data to identify issues, support problem-solving, and inform decisions.
- Strong logical thinking and structured problem-solving skills, with the ability to break down business challenges into actionable steps.
- Ability to translate business and service needs into product requirements and support implementation from concept to launch.
- Strong cross-functional communication and collaboration skills, with the ability to work effectively with multiple stakeholders.
- In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the customer strategy operations.
- Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.
Benefits
- Day one access to 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).
- Additional discretionary bonuses/incentives and restricted stock units may be eligible.
Pay
The base salary range for this position in the selected city is $108,000 - $151,200 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
- list (including bullet points). The qualifications list includes bullet points: Bachelor's degree, Good analytical skills..., Strong logical thinking..., Ability to translate..., Strong cross-functional..., In this role, you will be collaborating..., Fluency in Mandarin and English is required... That's a paragraph but we can treat as list items.
We could also include Skills? Not separate; qualifications cover.
Benefits