TikTok Shop - Customer Segmentation & Experience Strategy Program Manager
TikTok
Description
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 Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users. We are seeking a Customer Segmentation & Experience Strategy Program Manager to define customer archetypes, needs-based segments, and experience strategies that drive trust, efficiency, and differentiated outcomes across TikTok Shop.
This role will shape how we prioritize customer investments by translating behavioral data, VOC insights, and business objectives into scalable, actionable experience strategies. Responsibilities
- Define and evolve customer segmentation frameworks (e.g., lifecycle, value-based, risk-based, intent-based) to guide experience design, policy, tooling, and service strategies.
- Lead the development of customer experience strategies aligned with global ecommerce trends, platform risk posture, and growth objectives.
- Translate behavioral data, VOC, CSAT/NPS insights, and operational signals into actionable experience playbooks and investment recommendations.
- Partner with Product, Ops, Service Delivery, Trust & Safety, and Analytics teams to embed segmentation into product flows, support models, policies, and experimentation.
- Serve as the strategic owner for customer prioritization models, ensuring consistent application across journeys such as onboarding, fulfillment, cancellations, disputes, and returns.
- Identify friction points and experience gaps by segment and recommend differentiated solutions that improve customer satisfaction while optimizing cost-to-serve.
- Own experience strategy KPIs and dashboards, including segment health, trust metrics, and efficiency outcomes, and provide regular executive-level insights.
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5+ years of experience in customer strategy, experience analytics, service operations, product strategy, or related fields.
- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
- Strong analytical and structured thinking skills.
Preferred Qualifications
- Deep customer obsession with experience strategy, segmentation design, or personalization frameworks.
- Experience building customer segmentation or lifecycle strategies in ecommerce, marketplace, fintech, or consumer platforms.
- Strong executive communication skills with demonstrated ability to influence product, ops, and policy leaders.