TikTok Shop - After Sales Experience Program Manager

Responsibilities

About the Team:
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an After Sales Experience Program Manager role to manage and own the After Sales Experience in all eCommerce activities.

- Drive discovery and analysis of after-sales experience and service issues; develop optimization strategies and improvement goals to enhance the overall after-sales experience.
- Voice of Customer: Collect and analyze user signals through surveys, CPO data, and other channels; identify top user pain points and develop actionable improvement plans.
- Experience Analysis: Track end-to-end after-sales metrics (e.g., NPS, CSAT, resolution time); identify experience pain points for both buyers and sellers, develop improvement plans, drive execution, and continuously enhance after-sales satisfaction.
- Product Collaboration: Partner with product, engineering, and customer service teams to drive after-sales product iterations (e.g., UI optimization, policy improvements, help center updates); translate user experience needs into concrete product enhancements.
- Benchmarking: Research industry best practices and competitor after-sales experience management; adapt and implement leading models to suit platform realities and build differentiated after-sales advantages.
- Policy Development: Continuously refine after-sales policies and guidelines based on user feedback, industry norms, and existing business issues; develop policies tailored to the SEA market.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above in e-commerce, Marketing, CRM, Business Administration, or related fields.
- Ability to identify root causes of after-sales and service issues through data analysis.
- Strong logical thinking with the ability to develop and execute practical improvement plans.
- Customer-first approach with keen ability to identify after-sales and service experience pain points.
- Capability to translate user needs into concrete, actionable solutions.

Preferred Qualification(s)
- Background with international e-commerce platforms.
- Familiarity with e-commerce after-sales policies and processes.