TikTok Shop - After-sales Operations Program Manager

Own the build-out of after-sales infrastructure for TikTok Shop’s US platform, covering return network/process operations and arbitration workflows for disputed orders. Execute evidence collection, liability determination, and ruling enforcement, while helping define arbitration rules and standards. Monitor after-sales metrics, research US return infrastructure benchmarks, and partner with Product, Customer Service, Logistics, and Risk to improve end-to-end return and dispute experiences. Use data to identify patterns and drive continuous operational improvements.