TikTok Shop - Head of Aftersales Strategy and Operations

TikTok
Seattle
Workplace: OnsiteFull timeFunction: Strategy & Corporate DevelopmentExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Analytical thinking","Communication","Stakeholder management","Cross-functional collaboration"]

Lead Aftersales strategy for TikTok Shop’s US e-commerce business, setting the vision, roadmap, and execution for aftersales initiatives that build customer trust and drive operational efficiency. Manage a team of program managers, identify strategic opportunities and operational gaps, and partner with Product, Engineering, Operations, Customer Service, Risk, and Logistics. Use metrics and deep analysis to improve customer and seller outcomes while representing the US in global planning.

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FursaFursa
TikTok
TikTok
4 hours ago

TikTok Shop - Head of Aftersales Strategy and Operations

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead Aftersales strategy for TikTok Shop’s US e-commerce business, setting the vision, roadmap, and execution for aftersales initiatives that build customer trust and drive operational efficiency. Manage a team of program managers, identify strategic opportunities and operational gaps, and partner with Product, Engineering, Operations, Customer Service, Risk, and Logistics. Use metrics and deep analysis to improve customer and seller outcomes while representing the US in global planning.
Location: Seattle
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Director level

Key Responsibilities

  • •Lead and develop a team of Program Managers for US aftersales strategy and operational excellence.
  • •Define the long-term vision, strategy, and roadmap for the US aftersales experience and drive continuous improvements.
  • •Identify strategic opportunities, operational gaps, and emerging risks across the aftersales ecosystem and translate them into scalable platform, policy, and process improvements.
  • •Partner with Product, Engineering, Operations, Customer Service, Risk, Logistics, and other functions to influence roadmaps and deliver initiatives.
  • •Drive data-informed decisions using success metrics, business analysis, and customer/operational insights to shape strategic priorities.

Key Requirements

  • •Bachelor’s degree or equivalent practical experience.
  • •8+ years of experience in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years people management.
  • •Experience leading high-performing teams and developing talent in fast-paced, cross-functional environments.
  • •Strong understanding of e-commerce operations and the customer lifecycle, including aftersales areas such as returns, refunds, disputes, logistics, customer support, seller operations, or trust and safety.
  • •Ability to define strategy, solve complex business problems, and deliver scalable cross-functional solutions in ambiguous environments.
Experience:8+ yearsE-commerceMarketplace operationsCustomer experienceOperations strategyProgram managementConsulting
Education:Bachelor's
Skills:LeadershipAnalytical thinkingCommunicationStakeholder managementCross-functional collaboration

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