TikTok Shop - Customer and Fulfillment Experience 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 Customer Cancellation Experience Program Manager to own and improve the customer cancellation journey across TikTok Shop. This role will focus on execution, operational excellence, and cross-functional coordination to reduce friction, improve clarity, and strengthen customer trust at scale.
Responsibilities:
- Own the roadmap and execution for customer-facing cancellation experiences across order, fulfillment, and post-purchase flows.
- Partner with Product, Logistics, Service Delivery, and Ops teams to identify gaps and drive continuous improvements in cancellation workflows.
- Design and maintain dashboards to monitor cancellation performance, operational health, and customer outcomes.
- Support the development and rollout of policies, tooling, and workflows that improve cancellation success rates and reduce customer effort.
- Analyze Contacts Per Order (CPO), Voice of Customer (VOC), and operational data to surface pain points and prioritize fixes.
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- Drive root-cause analysis for cancellation-related escalations and contribute to scalable process and product solutions.
- Track and report on key experience metrics and recommend optimization actions to stakeholders.
Qualifications
Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- 2+ years of business experience in the service and experience field.
- Experience managing data analytics and related business metrics.
Preferred Qualifications:
- Strong customer obsession with experience designing or improving post-purchase flows.
- Experience in e-commerce, marketplace platforms, or logistics environments.
- Ability to influence cross-functional partners.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143556 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.