TikTok Shop - Aftersales Returns & Refunds Program Manager

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.

E-commerce's Governance and Experience (GNE) is a global team committed to achieving full customer satisfaction, fostering a sustainable sales environment, and ensuring an optimal purchase experience. As part of the GNE organization, the Experience Team aims to deliver trustworthy and exceptional experiences to all users of TikTok Shop. We seek a Program Manager to oversee and enhance our customers' return and refund experiences.

Roles & Responsibilities
• Assume complete ownership of domain-specific strategies focused on enhancing the customer aftersales experience, facilitating necessary changes through effective collaboration with cross-functional teams.
• Develop a streamlined workflow, strategy, and logic for compensating customers facing experience-related issues.
• Refine and optimize existing strategies through continuous audits to ensure alignment with organizational goals and target ROI.
• Conduct regular in-depth analysis of Voice of the Customer (VOC) data to identify significant challenges customers encounter in our aftersales experience.
• Construct a monitoring dashboard for aftersales activities. This dashboard will provide internal stakeholders a comprehensive view of post-sales operations and promote cohesion among functional teams.
• Proactively engage with internal functions, such as Governance and Experience-Service Delivery, Operations, Process, Quality, Training, and SOP-to drive improvement initiatives.

Qualifications

Minimum Qualifications:
• BA/BS degree or equivalent practical experience.
• Minimum of 5 years of business experience in the service and experience field.
• Proficient in designing and implementing experience KPIs and other evaluative measures.
• Ability to advocate and influence without direct ownership, working effectively across groups and levels, and engaging with all tiers of management.
• Experience in managing data analytics and related business metrics.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $192533 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.