Category Policy & Dispute Operations Architect

Responsibilities E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high‑trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end‑to‑end journeys for all TikTok Shop users. We are seeking a Category Policy & Dispute Operations Lead to lead after‑sales policy and dispute operations for key vertical categories for TikTok Shop‑US. This role will focus on building and scaling category‑specific policies and operational frameworks for complex, high‑dispute scenarios across areas such as auctions, collectibles, fashion, and other high‑value marketplace segments. Serve as the primary owner and point of contact for category‑specific after‑sales policy and dispute operations, including auctions, collectibles, fashion, and other high‑dispute verticals. Design, optimize, and operationalize category‑specific after‑sales policies covering dispute resolution, liability adjudication, buyer/seller protections, refunds, exchanges, and related workflows. Partner cross‑functionally with Product, Customer Service, Risk, Legal, Governance, and Business Operations teams to drive policy alignment, implementation, and enforcement. Analyze dispute trends, merchant feedback, and operational data to identify systemic gaps and develop scalable policy and process improvements. Represent the after‑sales operations team in business reviews, merchant research initiatives, and cross‑market operational discussions. Act as a key liaison between US and global teams to facilitate collaboration, knowledge sharing, and operational alignment. Support merchant and seller education efforts related to after‑sales policies, particularly for complex, high‑risk, or high‑value categories. Lead the transformation of the long‑term strategy and operational infrastructure for category governance and dispute operations within the marketplace ecosystem. Qualifications Minimum Qualifications BA/BS degree. 5+ years of experience in e‑commerce operations, policy, or a related field. Fluency in Mandarin and English, ability to communicate business terminology with ease. Analytical mindset with ability to translate data into actionable policy recommendations. Proven ability to work cross‑functionally and influence without direct authority. Comfortable with ambiguity; able to operate independently and build from scratch. Proven ability to lead complex, cross‑functional strategy initiatives using data‑driven frameworks. Preferred Qualifications Strong analytical and structured thinking skills. Strong understanding of the US e‑commerce landscape; familiarity with after‑sales, dispute resolution, or trust & safety is a plus. Benefits Compensation for this role ranges from $151,050 to $273,600 annually, depending on qualifications, location, and other factors. Employees receive day‑one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, 10 paid holidays per year, 10 paid sick days per year, and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure). TikTok is an equal‑opportunity employer. All qualified applicants will receive consideration for employment. This role supports sustainable marketplace growth while protecting both buyers and sellers. #J-18808-Ljbffr TikTok