Head of Customer Experience & External Relations (LATAM)

About the role

We are looking for a visionary leader to head Global Customer Experience and External Relations for TikTok Shop across LATAM. The role combines ownership of the end‑to‑end buyer journey with responsibility for platform trust, risk and compliance.

Key responsibilities

• Define and drive an experience strategy that improves trust, reduces friction and strengthens the buyer journey.
• Build scalable frameworks for “Experience Excellence” across LATAM markets.
• Anticipate customer needs and create intuitive, self‑service, personalized experiences.
• Develop automated systems and processes to focus on the right customers while maintaining an abuse‑resistant business.
• Lead investigations into returns, refunds, disputes and support to fix structural issues.
• Manage external‑relations work, including AI‑driven video transcript analysis for sentiment and platform risk.
• Balance compliance requirements with risk management in customer issue resolution.
• Establish performance metrics to monitor trust outcomes and operational effectiveness.
• Use data‑driven insights to refine policies and influence product, logistics and policy roadmaps.
• Mentor a high‑performing experience‑strategy team in a matrixed, distributed organization.

Required profile

• Bachelor’s degree in Business, Operations, Communications or related field.
• 7+ years experience in e‑commerce, customer experience, trust & safety, platform governance or strategy & operations consulting.
• 3+ years of direct people‑management and cross‑functional partnership experience.
• High proficiency in written and spoken English.
• Proven ability to align stakeholders across regions and functions.
• Strong capability to translate complex technical or policy solutions into clear narratives for leadership.

Required skills