TikTok · 10 hours ago
TikTok Shop - Customer Segmentation & Experience Strategy Program Manager
Seattle, WA
Full-time
Onsite
Mid, Senior Level
$125K/yr - $236K/yr
5+ years expTikTok is the leading destination for short-form mobile video, and they are seeking a Customer Segmentation & Experience Strategy Program Manager. This role will define customer archetypes and experience strategies to enhance trust and efficiency across TikTok Shop.
Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo
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
Qualification
Required
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
Deep customer obsession with experience strategy, segmentation design, or personalization frameworks
Experience building customer segmentation or lifecycle strategies in e-commerce, marketplace, fintech, or consumer platforms
Benefits
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
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
Recent News
2026-02-06
2026-02-06
Company data provided by crunchbase