TikTok Shop - After-sales Operations Program Manager

About the Role:We are looking for a After Sales Operations Program Manager to support the Returns & Refunds Strategy for our US e-commerce platform. In this role, you'll work across business operations, customer experience, policy, and product teams to improve the returns and refunds experience for both customers and sellers. You'll help identify operational challenges, drive process improvements, and support initiatives that enhance platform efficiency and trust.This role is great for someone who enjoys solving complex operational problems, using data to identify opportunities, and working cross-functionally to improve processes. We're looking for someone who is analytical, organized, and comfortable collaborating with Product, Engineering, Customer Service, Risk, and Merchant teams.Responsibilities:- Support the development and optimization of return infrastructure, including network coverage, user flows, processes, and extended solutions such as exchange and reshipment.- Own returns and refunds program solutions through the full delivery cycle, from data analysis and business case development to launch, partnering with Operations, Product, and Engineering throughout.- Define detailed business requirements and decision logic, translating complex return scenarios and buyer/seller eligibility rules into clear policy and unambiguous criteria that Product and Engineering can build against.- Measure program performance against customer and seller experience outcomes, and translate the findings into prioritized actions.- Track key metrics, conduct root-cause analysis, and contribute data-backed reporting to regular business reviews.- Research and benchmark return infrastructure in the US market, including carrier networks, drop-off point coverage, and return warehouse capabilities.- Coordinate and lead cross-functional projects, keeping initiatives on schedule and stakeholders aligned.Minimum Qualifications:- BA/BS degree.- 3 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.- Demonstrated ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.- Strong analytical skills, including comfort interpreting quantitative outputs and structuring complex business rules into clear, testable logic.- Experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams.Preferred Qualifications:- Demonstrated ability to partner with and influence leadership across product, operations, and policy.- Product or technical aptitude is a strong plus, ability to understand operational tooling and system design limitations and influence system improvements.Req ID: A173524