TikTok Shop - Customer & Competitive Insights Program Manager

E-commerce's Governance and Experience (GNE) is a global team dedicated to ensuring customer satisfaction, fostering a sustainable sales environment, and enhancing the purchase experience. Within GNE, the Trust, Compensation and ROI team are seeking a Customer Insights and Strategy Program Manager to facilitate programs that better understand our customers' pain points and drive impactful solutions that transform that understanding into action across the organization. You will collaborate with teams across GNE, Data Science, Product and UXR to advocate for our customers while driving product and operational enhancements.



Roles & Responsibilities:

- Facilitate bi-weekly user testing to test upcoming or existing features/content, end-to-end user flows and general sentiments on buyer journey topics. Allocate budgets, draft proposals, develop questionnaires and discussion guides, facilitate discussions and summarize findings into executive-ready reports.

- Highlight opportunities in the buyer journey flow, facilitating end-to-end buyer journey mapping across pre-sales, returns, refunds and post-purchase resolutions. Identify systemic breakdowns, moments of confusion, or misaligned policies that erode buyer trust and facilitate identification of action plans and owners.

- Partners cross-functionally to drive alignment and impact, cultivating strong relationships with product, UX, content, operations, marketing, and business line stakeholders to embed insights into decision-making and roadmaps.

- Drive regular benchmarking efforts to assess opportunities for further buyer journey improvements for the platform. Identify action plans and owners to drive solutions across opportunity areas.

- Champion buyer empathy and experience equity—ensuring solutions reflect the needs of diverse buyer segments, including first-time users, high-value customers, and underserved cohorts.

- Advocate for a proactive, experience-by-design culture, where buyer journey insights inform not just fixes, but future-forward innovations across the buyer journey.