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.
- 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 Qualification(s)
- BA/BS degree or equivalent practical experience.
- 2-3 years of business experience in the service and experience field.
- Experience managing data analytics and related business metrics.

Preferred Qualification(s)
- Strong customer obsession with experience designing or improving post-purchase flows.
- Experience in e-commerce, marketplace platforms, or logistics environments.
- Excellent written and verbal communication skills with the ability to influence cross-functional partners.