TikTok Shop - Arbitration Strategy Program Manager

About the role

As part of the GNE organization, our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for an Arbitration Strategy Program Manager, who will be responsible for analyzing dispute problems, designing better policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities

• Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
• Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
• Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
• Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Qualifications

Minimum Qualification(s):

• 3+ years in operations, program, or project management, with hands-on experience in SOP development.
• Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
• Proficient in data analysis tools with strong business analysis skills and sound judgment.
• Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
• Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
• Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams across APAC.

Preferred Qualification(s):

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-Commerce services and an innovative spirit.
• Understanding e-Commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-Commerce platforms preferred.

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 $115,520 - $198,360 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.