After-sales Operations Program Manager, TikTok Shop

Role overview

This position sits within the Governance and Experience organization, which is focused on creating a trusted, smooth, and dependable shopping journey for TikTok Shop customers. The Experience team is responsible for shaping end-to-end post-purchase experiences that feel clear, reliable, and customer-friendly.

The role is centered on building and improving after-sales operations for the US e-commerce business. It spans two main workstreams: return network and process operations, including exchanges, reshipments, and other return-based solutions; and arbitration policy and execution for order disputes.

Key responsibilities

• Help develop and improve return infrastructure, covering network reach, return handling processes, and broader solutions such as exchanges and reshipments.
• Manage operational execution for arbitration cases, including gathering evidence, deciding liability, and ensuring rulings are carried out.
• Contribute to the creation and upkeep of arbitration rules and standards that define the responsibilities of buyers, sellers, and the platform.
• Review after-sales performance metrics and turn findings into actionable improvements.
• Work closely with Product, Customer Service, Logistics, and Risk partners to enhance the full return and dispute-resolution journey.
• Study the US market and compare return infrastructure options such as carrier coverage, drop-off point availability, and return warehouse capacity.
• Support the design of extended after-sales flows, including exchange, reshipment, and partial refund handling.
• Assist in shaping arbitration policies for evidence requirements, liability decisions, and ruling logic in difficult dispute scenarios.
• Analyze dispute and return patterns to uncover recurring issues and suggest operational fixes.
• Create and maintain SOPs for return and arbitration processes.
• Monitor core business metrics and contribute updates for regular performance reviews.

About TikTok

TikTok is a global short-form video platform built to inspire creativity and bring joy. Its headquarters are in Los Angeles and Singapore, with additional offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this role matters

The work supports a high-trust marketplace by strengthening the systems that handle returns and disputes. It is a good fit for someone who enjoys operational design, cross-functional coordination, and data-informed problem solving in a fast-moving environment.

Culture and inclusion

TikTok emphasizes curiosity, humility, resilience, and an “Always Day 1” mindset. The company also highlights its commitment to building an inclusive environment where people from different backgrounds and perspectives are valued.

Qualifications

This opportunity is intended for candidates with a bachelor’s degree or equivalent hands-on experience, plus at least 3 years of work in e-commerce operations, logistics, customer service, or a similar area. Candidates should already be familiar with after-sales operations, return logistics, or dispute handling. The role also calls for strong analytical ability, structured thinking, and the capacity to lead complex cross-functional initiatives using data-driven methods. Experience with SQL is considered an advantage.

Additional information

This is a full-time, onsite position based in Singapore, Singapore. No compensation details, openings count, start date, or application deadline were provided in the source.