Griffin Cusimano
Global CX AI & Automation Strategy @ TikTok | Designing Scalable Support Systems
- Role
- Program Manager, Cx Strategy & Ai Automation at TikTok
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Griffin Cusimano
I’m a program manager who thrives at the intersection of strategy, automation, and customer experience, translating complex global operations into systems that actually work.At TikTok Shop, I lead Global AI & Automation Strategy within the Seller Support ecosystem, shaping how sellers’ intents are understood, how issues are routed, and how global teams turn feedback into scalable improvements. My background spans process optimization, root cause analysis, and product-aligned support strategy, all focused on one outcome: smoother, smarter service for both sellers and support teams.Before TikTok Shop, I built my career improving operational workflows at two-sided marketplaces like Convoy, bridging gaps between policy, product, and operations to deliver measurable impact. I bring a data-driven mindset, but my real focus is connecting dots across teams so insights don’t die in silos.Outside of work, you’ll usually find me bouldering, cooking, or exploring the PNW, or planning my next travel. I’m passionate about continuous learning, whether that’s new languages, new tools, or new ways to make systems more human.
Experience
Program Manager, Cx Strategy & Ai Automation
Mar 2025 — Present · Bellevue, WA, US
Own global CX AI & automation strategy across chatbot, escalation, and Account Health workflows, defining roadmap, governance, and success metrics across multi-region operations.• Translate frontline operational insights into product, policy, and system requirements; serve as the primary Operations voice to Product, Engineering, Policy, Risk, and Data Science partners.• Design and optimize end-to-end support journeys (intake → intent → routing → resolution) to improve CSAT, increase containment, and reduce repeat contacts at scale.• Use operational data and RCA frameworks to quantify ROI, prioritize automation investments, and drive measurable improvements in customer experience and efficiency across global support.
Education
Green River College
Associate's degree, Business/Commerce, General
Central Washington University
Bachelor's degree, Information Technology and Administration Management
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