TikTok Shop - Head of Global Experience Strategy

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 Global E-commerce Experience Strategy Team is the architect of the end-to-end customer journey. Our mission is to enhance the shopping experience by building and sustaining trust at every stage—while enabling sellers to do the same. We proactively shape expectations before purchase, ensure a seamless experience that minimizes post-purchase friction, and maximize customer satisfaction to drive long-term loyalty.



As the Head of Global Experience Strategy, you will be the leader responsible for designing and executing customer-centric strategies across the full shopping lifecycle. You will lead a multi-layered global organization to drive operational excellence, strengthen cross-functional collaboration, and set a high bar for e-commerce trust and experience worldwide. Success in this role will come from building strong global foundations, influencing strategic direction, and partnering effectively with regional leaders to scale what works with appropriate localization.



Responsibilities:

1. Lead Global Experience Strategy and Set the Standard: Own and drive experience strategy at the global level, defining high-impact initiatives that improve trust, reduce friction, and strengthen the end-to-end buyer journey. Build scalable frameworks, standards, and mechanisms that establish a high bar for experience excellence across markets.

2. Drive Globalization Through a Center of Excellence Model: Translate proven experience strategies, operating mechanisms, and service principles into global frameworks that can be adopted across regions. Partner closely with regional experience leaders, who retain ownership of market strategies, to enable thoughtful localization rather than one-size-fits-all replication.

3. Improve Trust and Aftersales Experience: Lead deep-dive analyses into key buyer pain points, especially across post-purchase journeys such as returns, refunds, disputes, and customer support. Identify structural issues and improvement opportunities, and work cross-functionally to design seamless, fair, and customer-centric solutions.

4. Build a Strong Voice of Customer and Measurement System: Define core performance metrics and reporting frameworks to monitor buyer experience trends, trust outcomes, operational effectiveness, and the impact of strategic initiatives. Use data-driven insights to inform policy, workflow, and platform improvements.

5. Influence Cross-Functional Roadmaps: Partner closely with product, operations, logistics, customer service, policy, and other cross-functional teams to improve customer-facing tools, processes, and experiences. Act as a key bridge between business strategy and technical execution, helping shape roadmaps that can scale across markets.

6. Lead Organization Design and Team Development: Build, develop, and mentor a high-performing experience strategy team. Help define team scope, capabilities, and operating model to support global priorities and regional scaling efforts. Foster strong collaboration across a distributed, matrixed organization.

7. Shape the Future of Experience Through AI and Automation: Champion the strategic use of AI and automation to improve service quality, reduce operational friction, and create more proactive, scalable, and customer-centric experience solutions.