TikTok Shop - Arbitration Program Manager
Responsibilities
About the Team:
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.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Arbitration Program Manager, which will be responsible on analyzing dispute problems, supporting the design of policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.
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 helping review 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
Minimum 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.
Preferred Qualifications:
- 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.
Job Information
[For Pay Transparency] Compensation Description (annually)
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The base salary range for this position in the selected city is $80169 - $91200 annually.
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.
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:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.