TikTok Shop - After- sales Operations Program Manager

Responsibilities

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 seeking an After-sales Operations Program Manager to support the build-out of after-sales infrastructure on our US e-commerce platform.

• Support the development and optimization of return infrastructure, including return network coverage, return processes, and extended solutions such as exchange and reshipment.
• Own operational execution for arbitration workflows — including evidence collection, liability determination, and ruling enforcement.
• Help define and maintain arbitration rules and standards across buyer, seller, and platform responsibilities.
• Monitor after-sales infrastructure metrics and surface insights to drive continuous improvement.
• Collaborate with Product, Customer Service, Logistics, and Risk teams to improve end-to-end return and dispute resolution experiences.
• Research and benchmark US market return infrastructure — including carrier networks, drop-off point coverage, and return warehouse capabilities.
• Support the design of extended after-sales solutions such as exchange, reshipment, and partial refund workflows.
• Assist in developing and refining arbitration rules covering evidence standards, liability adjudication, and ruling logic for high-dispute scenarios.
• Analyze dispute trends and return patterns to identify systemic issues and recommend operational improvements.
• Help document and maintain standard operating procedures (SOPs) for return and arbitration workflows.
• Track key metrics and contribute to regular business reviews with data-backed updates.

Qualifications

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• 3 years+ of experience in e-commerce operations, logistics, customer service, or a related field.
• Familiarity with after-sales operations, return logistics, or dispute resolution.
• Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
• Strong analytical and structured thinking skills.

Preferred Qualifications:

• Experience in e-commerce, marketplace operations, customer service, or dispute resolution.
• Familiarity with Excel, SQL, dashboards, or data analysis tools.
• Interest in policy operations, trust & safety, risk management, or customer experience.

About the Company

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.

Benefits

Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

Pay

The base salary range for this position in the selected city is $103,360 - $209,380 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.