TikTok Shop - After Sales Experience and Automation Program Manager

TikTok
Singapore
Full timeFunction: Program & Project Management (PMO)Experience: 5+ yearsEducation: bachelorsSkills: ["Logical thinking","Data analysis","Root cause analysis","Customer-first mindset","Stakeholder management"]

Own and improve TikTok Shop’s after-sales experience across eCommerce activities for Southeast Asia. You’ll manage Return & Refund and Customer Trust portfolios, elevate post-purchase experiences, design programs with cross-functional partners, and create business requirement documents. Use data to analyze key metrics, root causes, and disputes, then introduce initiatives, best practices, and SOPs. Build post-sales and reverse logistics monitoring dashboards to drive coordinated improvements.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok Shop - After Sales Experience and Automation Program Manager

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Last checked: 20 hours agoStatus: Live

Job Summary

Own and improve TikTok Shop’s after-sales experience across eCommerce activities for Southeast Asia. You’ll manage Return & Refund and Customer Trust portfolios, elevate post-purchase experiences, design programs with cross-functional partners, and create business requirement documents. Use data to analyze key metrics, root causes, and disputes, then introduce initiatives, best practices, and SOPs. Build post-sales and reverse logistics monitoring dashboards to drive coordinated improvements.
Location: Singapore
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage and develop Return & Refund and Customer Trust portfolios for TikTok eCommerce in Southeast Asia.
  • •Elevate customers’ post-purchase experience across review, cancellation, return, refund, and exchange processes; identify gaps and design strategies.
  • •Design and deliver programs to improve buyer experience for refund and return by collaborating cross-functionally and producing business requirement documents.
  • •Analyze and track key metrics, engage stakeholders, introduce initiatives, and develop best practices/SOPs region-wide.
  • •Build post-sales and reverse logistics monitoring dashboards, classify post-sales activities by scenario, and drive improvements based on scenario-based findings.

Key Requirements

  • •Bachelor’s degree or above in E-commerce, Marketing, CRM, Business Administration, or related fields.
  • •Minimum 5 years of business experience in the customer experience field.
  • •Ability to identify root causes of after-sales and service issues through data analysis.
  • •Strong logical thinking to develop and execute practical improvement plans.
  • •Customer-first approach to identify after-sales and service experience pain points, translating needs into actionable solutions.
Experience:5+ yearsE-commerceCustomer experienceReverse logistics
Education:Bachelor's
Skills:Logical thinkingData analysisRoot cause analysisCustomer-first mindsetStakeholder management

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
WebsiteLinkedIn