TikTok Shop - Customer Trust, Recovery and Retention Lead

- Build and mentor a high-performing, multi-layered global team across GNE, US, and AMS regions. Manage staff planning and contribute to budget and operating goal planning process.
- Lead organizational planning for customer trust & retention strategies (staffing, budgets, operating goals).
- Effectively manage relationships with stakeholders across business, technology, marketing, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Accounting, Finance, Business, or a related field.
- Proven experience in a senior leadership role with a track record of driving engagement, retention and/or loyalty
- Strong understanding of customer behavior and segmentation, with a focus on driving customer lifetime value
- 5+ years of professional experience in customer facing e-commerce or retail platforms and people management experience in managing multi-locations
- Financial analysis, accounting, planning and/or budgeting experience

Preferred Qualifications:
- Graduate degree in business, accounting, finance, or other.
- Experience using data and metrics to measure impact and determine improvements
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders
- Experience with post-purchase experiences that include fulfillment, returns, refunds and customer service
- Successful implementation of large and complex programs, products and/or features

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 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.

Client-provided location(s): Seattle, WA

Job ID: TikTok-7548581543372720402

Employment Type: OTHER

Posted: 2025-09-17T20:31:54