TikTok Shop - Category User Rights Program Manager
This job is no longer available.
Responsibilities
About the Role
We are looking for a motivated Operations professional to own category-specific user rights and protection policies on our US e-commerce platform. As the business grows and diversifies, a one-size-fits-all after-sales approach is no longer sufficient, this role is responsible for building tailored protection frameworks for high-sensitivity categories such as auctions, collectibles, luxury goods, and large-item furniture. This is an excellent opportunity for someone early in their career to develop deep domain expertise and grow with a function that is expanding rapidly.
Key Ownership
- Own the design and operational execution of category-specific user rights and protection policies
- Serve as the primary POC for vertical category after-sales matters, working closely with Business Ops and category teams
- Define eligibility criteria, coverage scope, and claim workflows for category-specific protections (e.g., Auction Protection, Authenticity Guarantee)
- Monitor category-level user experience metrics and drive policy improvements based on data and merchant/user feedback
- Collaborate cross-functionally with Product, CS, Risk, and Business Ops to bring category protection policies to life
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What You'll Do
- Research category-specific after-sales needs and pain points across key verticals including auction, collectibles, fashion, and large-item categories
- Benchmark competitor protection offerings to identify gaps and opportunities in our current category policy framework
- Design and document category-specific user rights policies, covering claim eligibility, evidence requirements, resolution workflows, and payout logic
- Work with Business Ops and vertical teams to collect merchant and seller feedback, and translate insights into policy recommendations
- Support the rollout and communication of new category protection policies to merchants and users
- Track key category-level metrics including dispute rate, CSAT, and protection claim volume, and surface actionable insights
- Contribute to regular business reviews with structured updates on category rights performance and next steps
Qualifications
Minimum Qualification(s)
- At least 1 year of experience in e-commerce operations, category management, customer experience, or a related field
- Interest in or familiarity with vertical category dynamics, buyer protection, or after-sales policy
- Strong attention to detail and structured thinking - able to design clear, consistent policy frameworks
- Comfortable working with data to identify trends and support decision-making
Preferred Qualification(s)
- Collaborative and proactive - able to work effectively with cross-functional partners including category teams, CS, and product
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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