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.
- 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.
