TikTok Shop - After- sales Operations Program Manager

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 an After-sales Operations Program Manager to support the build-out of after-sales infrastructure on our US e-commerce platform. This role covers two core areas: return network and process operations (including exchange, reshipment, and broader return solutions), and arbitration policy and execution for disputed orders.Responsibilities:- Support the development and optimization of return infrastructure, including return network coverage, return processes, and extended solutions such as exchange and reshipment.- Own operational execution for arbitration workflows — including evidence collection, liability determination, and ruling enforcement.- Help define and maintain arbitration rules and standards across buyer, seller, and platform responsibilities.- Monitor after-sales infrastructure metrics and surface insights to drive continuous improvement.- Collaborate with Product, Customer Service, Logistics, and Risk teams to improve end-to-end return and dispute resolution experiences.- Research and benchmark US market return infrastructure — including carrier networks, drop-off point coverage, and return warehouse capabilities.- Support the design of extended after-sales solutions such as exchange, reshipment, and partial refund workflows.- Assist in developing and refining arbitration rules covering evidence standards, liability adjudication, and ruling logic for high-dispute scenarios.- Analyze dispute trends and return patterns to identify systemic issues and recommend operational improvements.- Help document and maintain standard operating procedures (SOPs) for return and arbitration workflows.- Track key metrics and contribute to regular business reviews with data-backed updates.Minimum Qualifications:- BA/BS degree or equivalent practical experience.- 3 years+ of experience in e-commerce operations, logistics, customer service, or a related field.- Familiarity with after-sales operations, return logistics, or dispute resolution.- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.- Strong analytical and structured thinking skills.Preferred Qualifications:- Experience in e-commerce, marketplace operations, customer service, or dispute resolution.- Familiarity with Excel, SQL, dashboards, or data analysis tools.- Interest in policy operations, trust & safety, risk management, or customer experience.Req ID: A131259A