TikTok Shop - Customer Trust, Recovery and Retention Lead

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 Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are looking for a visionary and data-driven leader to own and scale our global Customer Trust, Recovery and Retention programs. As the regional leader, you will champion a culture of customer-centric decision-making across teams. You will be highly data-driven and make strategic decisions on frictionless customer-facing solutions and benefits, drive retention strategies when there is a less than perfect shopping experience and grow customer trust in our marketplace. This role will also partner closely with Marketing, Product and Finance to amplify our trust positioning both in-app and off-app, leveraging ad spend, ROAS, and ROI analysis to maximize impact. ...