2 days ago

TikTok Shop - Returns & Refunds Strategy Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own and drive the returns and refunds operational strategy for TikTok Shop’s US e-commerce platform. Partner closely with Product and Engineering as the primary point of contact, identifying gaps in after-sales workflows, policies, and tooling. Lead deep dives into refund abuse, return experience friction, seller escalations, and cost optimization, then translate US insights into recommendations for global platform and product teams.

Location: Seattle

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Own the returns and refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement.
•Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives.
•Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities.
•Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities.
•Translate US market insights and operational pain points into clear recommendations for global platform and product teams.

Key Requirements

•BA/BS degree.
•5+ 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 including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations.
•Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
•Comfortable using qualitative insights and quantitative data to influence decisions, with experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams.

Experience:5+ yearsE-commerceAfter-salesReturns & refundsCustomer experience

Education:Bachelor's

Skills:AnalyticalStructured thinkingCross-functional collaborationProblem-solvingInfluencing

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 - Returns & Refunds Strategy Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Seattle

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Own the returns and refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement.
•Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives.
•Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities.
•Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities.
•Translate US market insights and operational pain points into clear recommendations for global platform and product teams.

Key Requirements

•BA/BS degree.
•5+ 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 including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations.
•Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
•Comfortable using qualitative insights and quantitative data to influence decisions, with experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams.

Experience:5+ yearsE-commerceAfter-salesReturns & refundsCustomer experience

Education:Bachelor's

Skills:AnalyticalStructured thinkingCross-functional collaborationProblem-solvingInfluencing

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn