2 days ago

TikTok Shop - After Sales Experience and Automation Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 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

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - After Sales Experience and Automation Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

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

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn