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Responsibilities

About the Team:
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Arbitration Strategy Program Manager, which will be responsible on analyzing dispute problems, designing better policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities
- Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
- Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
- Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
- Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Qualifications

Minimum Qualifications:
- 3+ years in operations, program, or project management, with hands-on experience in SOP development.
- Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
- Proficient in data analysis tools with strong business analysis skills and sound judgment.
- Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
- Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
- Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams in Mainland China.

Preferred Qualifications:
- Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
- Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $121600 - $208800 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:
- 3+ years in operations, program, or project management, with hands-on experience in SOP development.
- Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
- Proficient in data analysis tools with strong business analysis skills and sound judgment.
- Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
- Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
- Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams in Mainland China.

Preferred Qualifications:
- Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
- Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.

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

View company profile

Perks and Benefits

Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- On-Site Gym
- Long-Term Disability
- Short-Term Disability
- Virtual Fitness Classes
- Mental Health Benefits
Parental Benefits
- Adoption Assistance Program
- Family Support Resources
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(k) With Company Matching
- Performance Bonus
- Company Equity
Office Life and Perks
- Casual Dress
- Snacks
- On-Site Cafeteria
- Holiday Events
- Company Outings
- Some Meals Provided
- Happy Hours
- Pet-Friendly Office
Professional Development
- Promote from Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity And Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)