TikTok Shop - After-sales Operations Program Manager

Job description

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. Responsibilities: - 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 impro...