TikTok Shop - Arbitration Program Manager

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. Responsibilities 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 reviewing 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 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. 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. For Los Angeles County (unincorporated) candidates: 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. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; Exercising sound judgment. #J-18808-Ljbffr TikTok