TikTok Shop - Returns & Refunds Strategy Program Manager

TikTok Shop - Returns & Refunds Strategy Program Manager

Location: Seattle

Employment Type: Regular

Job Code: A248932A

Responsibilities

- Own the Returns & Refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement.

- Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives.

- Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities.

- Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities.

- Translate US market insights and operational pain points into clear recommendations for global platform and product teams.

Qualifications

Minimum Qualifications:

• BA/BS degree.
• 5 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.
• Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
• Strong analytical and structured thinking skills; comfortable using both qualitative insights and quantitative data to influence decisions.
• 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 limitations and influence system improvements.

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 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 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