2 days ago

TikTok Shop - After-sales Operations Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Own and improve the returns and refunds experience for a US e-commerce platform by driving end-to-end program solutions—from analysis and business case development through launch. Partner across operations, product, engineering, customer service, risk, and merchants to define requirements and decision logic, measure performance, run root-cause analysis, and coordinate cross-functional initiatives. Benchmark return infrastructure nationwide to improve network coverage, workflows, and extended options like exchanges and reshipments.

Location: Seattle

Workplace: Onsite

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Key Responsibilities

•Support development and optimization of return infrastructure, including network coverage, user flows, processes, and extended solutions like exchanges and reshipments.
•Own returns and refunds program solutions end-to-end, from data analysis and business case development through launch.
•Define detailed business requirements and decision logic to translate return scenarios and eligibility rules into clear policy criteria for Product and Engineering.
•Measure program performance against customer and seller experience outcomes and translate findings into prioritized actions.
•Research and benchmark US return infrastructure (carrier networks, drop-off coverage, and return warehouse capabilities) and coordinate cross-functional projects to keep initiatives on schedule.

Key Requirements

•BA/BS degree.
•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 (returns, refunds, disputes, exchanges, reshipments, and seller/customer operations).
•Ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
•Strong analytical skills to interpret quantitative outputs and structure complex business rules into clear, testable logic.

Experience:E-commerceAfter-sales operationsReturns & refundsCustomer experienceOperations strategy

Education:Bachelor's

Skills:AnalyticalOrganizedCross-functional collaborationProblem-solvingStakeholder coordination

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - After-sales Operations Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Seattle

Workplace: Onsite

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Key Responsibilities

•Support development and optimization of return infrastructure, including network coverage, user flows, processes, and extended solutions like exchanges and reshipments.
•Own returns and refunds program solutions end-to-end, from data analysis and business case development through launch.
•Define detailed business requirements and decision logic to translate return scenarios and eligibility rules into clear policy criteria for Product and Engineering.
•Measure program performance against customer and seller experience outcomes and translate findings into prioritized actions.
•Research and benchmark US return infrastructure (carrier networks, drop-off coverage, and return warehouse capabilities) and coordinate cross-functional projects to keep initiatives on schedule.

Key Requirements

•BA/BS degree.
•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 (returns, refunds, disputes, exchanges, reshipments, and seller/customer operations).
•Ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
•Strong analytical skills to interpret quantitative outputs and structure complex business rules into clear, testable logic.

Experience:E-commerceAfter-sales operationsReturns & refundsCustomer experienceOperations strategy

Education:Bachelor's

Skills:AnalyticalOrganizedCross-functional collaborationProblem-solvingStakeholder coordination

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn