Product User Experience Lead, Global E-commerce

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. Our quality assurance engineering team is responsible for keeping an e-commerce ecosystem stable, secure, and intuitive for our users. We are looking for passionate and talented people to join us as we drive the future of e-commerce here at TikTok.

What You'll Do: - Focus on user experience research and optimization across the end-to-end transaction journey, including cart, checkout, payment, and fulfillment. Identify key conversion points and continuously uncover experience issues and improvement opportunities through data analysis, user research, and an understanding of system architecture. - Focus on experience research and optimization across core merchant operations, including product management, order processing, marketing tools, data reporting, and settlement. Participate in merchant research and combine data analysis, business process mapping, and system architecture understanding to develop a deep understanding of merchants’ day-to-day workflows and efficiency needs, continuously identifying opportunities to improve the merchant experience. - Own user experience research and optimization across the end-to-end logistics and fulfillment journey, including shipping, pickup, transportation, delivery, receipt, and exception handling. Leverage data to identify critical experience pain points that lead to user anxiety, complaints, or churn. - Design and execute user and merchant research, including in-depth interviews, usability testing, log analysis, and user behavior analysis. Integrate qualitative and quantitative findings to generate actionable insights for product decisions, identify high-impact experience issues, and drive them from discovery through product prioritization and implementation. - Participate in cross-functional reviews of experience research initiatives across the organization. Continuously develop research methodologies and industry insights, contribute to team knowledge sharing, and raise the overall quality standard of experience research.