TikTok Shop - After-sales Operations Program Manager

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. @@HD@@- Track key metrics and contribute to regular business reviews with data-backed updates. Qualifications@@/HD@@ 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.