TikTok Shop - Category Policy & Dispute Operations Lead
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are seeking a Category Policy & Dispute Operations Lead to lead after-sales policy and dispute operations for key vertical categories for TikTok Shop-US. This role will focus on building and scaling category-specific policies and operational frameworks for complex, high-dispute scenarios across areas such as auctions, collectibles, fashion, and other high-value marketplace segments.
As a critical member of the after-sales organization, you will partner cross-functionally with Product, Customer Service, Risk, Legal, and Business Operations teams to develop fair, scalable, and customer-centric dispute resolution mechanisms that protect both buyers and sellers while supporting sustainable marketplace growth.
We are looking for someone who thrives in ambiguity, enjoys solving complex operational challenges, and is excited to build systems, policies, and processes from the ground up.
- Serve as the primary owner and point of contact for category-specific after-sales policy and dispute operations, including auctions, collectibles, fashion, and other high-dispute verticals.
- Design, optimize, and operationalize category-specific after-sales policies covering dispute resolution, liability adjudication, buyer/seller protections, refunds, exchanges, and related workflows.
- Partner cross-functionally with Product, Customer Service, Risk, Legal, Governance, and Business Operations teams to drive policy alignment, implementation, and enforcement.
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- Analyze dispute trends, merchant feedback, and operational data to identify systemic gaps and develop scalable policy and process improvements.
- Represent the after-sales operations team in business reviews, merchant research initiatives, and cross-market operational discussions.
- Act as a key liaison between US and global teams to facilitate collaboration, knowledge sharing, and operational alignment.
- Support merchant and seller education efforts related to after-sales policies, particularly for complex, high-risk, or high-value categories.
- Lead the transformation of the long-term strategy and operational infrastructure for category governance and dispute operations within the marketplace ecosystem.
Qualifications
Minimum Qualification(s)
- BA/BS degree.
- 5 years+ of experience in e-commerce operations, policy, or a related field.
- Analytical mindset with the ability to translate data into actionable policy recommendations.
- Proven ability to work cross-functionally and influence without direct authority.
- Comfortable with ambiguity; able to operate independently and build from scratch.
- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
- In this role, you will be collaborating extensively with partner teams such as product and Operations teams, and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to our programs. Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease.
Preferred Qualification(s)
- Strong analytical and structured thinking skills.
- Strong understanding of the US e-commerce landscape; familiarity with after-sales, dispute resolution, or trust & safety is a plus.
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
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