TikTok Shop - Reverse Logistics Customer Experience Program Manager

- Define and drive compensation, disposition, and recovery strategies that balance customer trust, fraud risk, and cost-to-serve.
- Lead root-cause analysis for escalations and systemic failures in reverse logistics and drive durable fixes across systems and processes.
- Influence upstream product and fulfillment design to reduce downstream returns and improve first-pass resolution.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- 5+ years of experience in product management, program management, customer experience, logistics operations, or related fields.
- Experience working with operational metrics, analytics dashboards, and large-scale workflows.
- Proven ability to drive cross-functional execution without direct authority.

Preferred Qualifications:
- Strong customer obsession with experience design in post-purchase or logistics environments.
- Experience in e-commerce, marketplace platforms, fulfillment, or reverse logistics operations.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104712 - $192534 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-7603496448965495093

Employment Type: OTHER

Posted: 2026-02-10T19:51:21