TikTok Shop - Arbitration Program Manager

TikTok Shop - Arbitration Program Manager

Location: Seattle

Employment Type: Regular

Job Code: A221683B

Responsibilities

About the Team: Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users. We are looking for an Arbitration Program Manager, which will be responsible on analyzing dispute problems, supporting the design of policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

• Analyze data and review user and merchant feedback to help identify common issues in platform disputes and support the team in improving processes.
• Assist in documenting and improving after-sales dispute guidelines and service workflows across different scenarios and categories.
• Support efforts to improve the overall platform experience by helping review policies, tracking feedback, and coordinating with cross-functional teams such as Product and Operations.
• Monitor key business metrics, flag potential issues or unusual trends, and assist in tracking follow-up actions and improvements.

Qualifications

Minimum Qualifications:

• 1+ years in operations, program, or project management, with hands-on experience in SOP development.
• Ability to analyze data and identify trends or insights to help support team decisions and process improvements.
• Familiarity with basic data analysis tools (e.g., Excel or dashboards) and ability to interpret data to support business needs.
• Strong problem-solving and analytical thinking, with the ability to collaborate effectively with cross-functional teams.
• Proactive attitude with a willingness to learn, take ownership of tasks, and maintain awareness of potential operational risks.
• Fluency in Mandarin and English are required for this role. This collaboration is necessary to support the strategy alignment and drive improvement to the arbitration processes.

Preferred Qualifications:

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
• Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.

Compensation Description (Annually): The base salary range for this position in the selected city is $80169 - $121600 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have 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, among others. Employees also receive 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). The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation: TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at