TikTok
TikTok Shop - After-sales Operations Program Manager
Seattle, Washington, United States of America
Sponsorship not specifiedDetected 17 hours ago
Data AnalysisSalesCustomer SupportResearchLeadership
About the role
- In this role, you'll work across business operations, customer experience, policy, and product teams to improve the returns and refunds experience for both customers and sellers.
- This role is great for someone who enjoys solving complex operational problems, using data to identify opportunities, and working cross-functionally to improve processes.
- We're looking for someone who is analytical, organized, and comfortable collaborating with Product, Engineering, Customer Service, Risk, and Merchant teams.
Responsibilities
- Own returns and refunds program solutions through the full delivery cycle, from data analysis and business case development to launch, partnering with Operations, Product, and Engineering throughout.
- Define detailed business requirements and decision logic, translating complex return scenarios and buyer/seller eligibility rules into clear policy and unambiguous criteria that Product and Engineering can build against.
- Coordinate and lead cross-functional projects, keeping initiatives on schedule and stakeholders aligned.
- You'll help identify operational challenges, drive process improvements, and support initiatives that enhance platform efficiency and trust.
Requirements
- 3 years+ of experience in e-commerce operations, after-sales operations, returns & refunds management, customer experience, or related operational strategy roles.
- Strong understanding of e-commerce after-sales ecosystems, including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations.
- Experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams.
Benefits
- Support the development and optimization of return infrastructure, including network coverage, user flows, processes, and extended solutions such as exchange and reshipment.
- Research and benchmark return infrastructure in the US market, including carrier networks, drop-off point coverage, and return warehouse capabilities.
Company info
- We are looking for a After Sales Operations Program Manager to support the Returns & Refunds Strategy for our US e-commerce platform.
This listing is sourced directly from TikTok's careers page and normalized into a canonical job model.