TikTok Shop - Customer Segmentation & Experience Strategy Program Manager

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 e-commerce 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.

Requirements

• 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
• 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.
• Job Information
• [For Pay Transparency] Compensation Description (annually)
• The base salary range for this position in the selected city is $103360 - $209380 annually.
• The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
• For Los Angeles County (unincorporated) Candidates:
• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.

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