TikTok Shop - Head of Global Experience Strategy

Job description

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. Responsibil...