TikTok Shop - Returns & Refunds Strategy 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 looking for a Program Manager to lead Returns & Refunds Strategy for our US e-Commerce platform. This role sits at the intersection of business operations, customer experience, policy design, and platform strategy, responsible for identifying operational gaps, shaping scalable returns and refund solutions, and driving initiatives that improve both customer trust and merchant efficiency.

This role is ideal for someone who thrives in ambiguity, can balance strategic thinking with operational execution, and is energized by solving complex after-sales problems at scale. We are looking for individuals who are analytical, highly structured, and comfortable collaborating cross-functionally with Product, Engineering, Customer Service, Risk, and Merchant teams to influence platform direction and operational outcomes.

- Own the Returns & Refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement
- Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives
- Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities
- Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities
- Translate US market insights and operational pain points into clear recommendations for global platform and product teams

Qualifications

Minimum Qualification(s):
- BA/BS degree
- 5 years+ of experience in e-Commerce operations, after-sales operations, returns & refunds management, customer experience, or related operational strategy roles
- Strong understanding of e-Commerce after-sales ecosystems, including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations
- Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions
- Strong analytical and structured thinking skills; comfortable using both qualitative insights and quantitative data to influence decisions
- Experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams

Preferred Qualification(s):
- Demonstrated ability to partner with and influence leadership across product, operations, and policy
- Product or technical aptitude is a strong plus, ability to understand operational tooling limitations and influence system improvements