TikTok Shop - Category Policy & Dispute Operations Program Manager
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 Program Manager to support after-sales policy and dispute operations for key vertical categories within TikTok Shop US. In this role, you will help maintain and improve policies and operational processes that support fair dispute resolution experiences for buyers and sellers across categories such as fashion, collectibles, auctions, and other marketplace segments.
You will work closely with cross-functional teams including Customer Service, Product, Risk, Legal, and Business Operations to support policy implementation, investigate operational issues, and contribute to process improvements. This is a great opportunity for someone who enjoys solving problems, working with data, and learning how large-scale e-Commerce marketplaces operate.
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- Support the execution and day-to-day management of category-specific after-sales policies and dispute resolution processes.
- Review dispute trends, operational metrics, and seller feedback to identify opportunities for process improvements.
- Assist with policy documentation, SOP creation, and operational workflow updates.
- Partner with Customer Service, Product, Risk, Legal, and Business Operations teams to support policy implementation and issue resolution.
- Help investigate escalated cases and contribute to identifying root causes and potential solutions.
- Monitor operational performance and provide insights through regular reporting and analysis.
- Support merchant and seller education initiatives related to after-sales policies and dispute processes.
- Participate in cross-functional meetings and projects focused on improving the buyer and seller experience.
- Collaborate with global teams to share feedback, best practices, and operational learnings.
Qualifications
Minimum Qualification(s):
- Bachelor's degree or equivalent experience.
- 1+ years of experience in e-commerce, operations, customer support, policy, trust & safety, consulting, or a related field.
- Strong problem-solving and analytical skills.
- Comfortable working with data and using insights to support recommendations.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Willingness to learn, adapt, and work in an evolving business environment.
Preferred Qualification(s):
- Experience in e-commerce, marketplace operations, customer service, or dispute resolution.
- Familiarity with Excel, SQL, dashboards, or data analysis tools.
- Interest in policy operations, trust & safety, risk management, or customer experience.
- Knowledge of the US e-Commerce marketplace ecosystem 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
Hear directly from employees about what it is like to work at TikTok.