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Responsibilities

About the Role:
We are looking for a Head of Aftersales Strategy and Operations to lead Aftersales Strategy for our US e-commerce business. This is a leadership role responsible for shaping the vision, strategy, and execution of key aftersales initiatives that strengthen customer trust, improve operational efficiency, and enable sustainable marketplace growth.

Responsibilities:
- Lead and develop a high-performing team of Program Managers responsible for the US aftersales strategy and operational excellence.
- Define the long-term vision, strategy, and roadmap for the US aftersales experience, driving continuous improvements across customer, seller, and operational outcomes.
- Identify strategic opportunities, operational gaps, and emerging risks across the aftersales ecosystem, and translate them into scalable platform, policy, and process improvements.
- Partner closely with leaders across Product, Engineering, Operations, Customer Service, Risk, Logistics, and other cross-functional organizations to influence roadmaps and deliver high-impact initiatives.
- Drive data-informed decision making by establishing success metrics, conducting deep business analyses, and using customer and operational insights to shape strategic priorities.
- Champion operational excellence by improving processes, driving automation, and scaling solutions that enhance efficiency while maintaining a high-quality customer experience.
- Represent the US business in global planning and strategy discussions, ensuring regional customer and merchant needs are reflected in platform investments and policy decisions.
- Build organizational capability by coaching and developing talent, fostering cross-functional collaboration, and creating a culture of innovation, accountability, and execution.

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years of people management experience.
- Demonstrated experience leading high-performing teams and developing talent in fast-paced, cross-functional organizations.
- Strong understanding of e-commerce operations and the customer lifecycle, with experience across one or more aftersales domains such as returns, refunds, disputes, logistics, customer support, seller operations, or trust and safety.
- Proven ability to define strategy, solve complex business problems, and deliver scalable, cross-functional solutions in ambiguous environments.
- Exceptional analytical, communication, and stakeholder management skills, with experience influencing leadership and driving alignment across diverse organizations.

Preferred Qualifications:
- Experience leading large-scale, cross-functional transformation initiatives in a global e-commerce or marketplace environment.
- Demonstrated success partnering with Product and Engineering organizations to influence platform strategy and product roadmap.
- Strong business acumen with the ability to balance customer experience, seller experience, operational efficiency, and business performance.
- Experience operating in high-growth, matrixed organizations with global stakeholders.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $151050 - $258400 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.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years of people management experience.
- Demonstrated experience leading high-performing teams and developing talent in fast-paced, cross-functional organizations.
- Strong understanding of e-commerce operations and the customer lifecycle, with experience across one or more aftersales domains such as returns, refunds, disputes, logistics, customer support, seller operations, or trust and safety.
- Proven ability to define strategy, solve complex business problems, and deliver scalable, cross-functional solutions in ambiguous environments.
- Exceptional analytical, communication, and stakeholder management skills, with experience influencing leadership and driving alignment across diverse organizations.

Preferred Qualifications:
- Experience leading large-scale, cross-functional transformation initiatives in a global e-commerce or marketplace environment.
- Demonstrated success partnering with Product and Engineering organizations to influence platform strategy and product roadmap.
- Strong business acumen with the ability to balance customer experience, seller experience, operational efficiency, and business performance.
- Experience operating in high-growth, matrixed organizations with global stakeholders.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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