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. This role covers two core areas: return network and process operations (including exchange, reshipment, and broader return solutions), and arbitration policy and execution for disputed orders.
- 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 Qualification(s)
- 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 Qualification(s)
- Knowledge in SQL is a plus.
About TikTok
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.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
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. We are passionate about this and hope you are too.
