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. 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 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.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $88920 - $159600 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.

Benefits may vary depending on the nature of employment and the country work location. 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).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.