job description
Join TikTok Shop, the fast-growing e-Commerce arm of TikTok, as our Returns & Refunds Strategy Program Manager and play a pivotal role in shaping the future of customer trust and operational excellence for our US marketplace. This is a high-impact opportunity to lead strategic initiatives that directly influence customer satisfaction, seller performance, and platform profitability in one of the worldâs most dynamic e-Commerce environments.
In this role, youâll sit at the intersection of product, operations, and business strategy, driving the end-to-end returns and refunds experience for millions of US customers and sellers. Youâll collaborate with cross-functional teamsâincluding Product, Finance, Legal, and Customer Supportâto design scalable policies, optimize workflows, and implement data-driven solutions that balance customer delight with business sustainability. If youâre passionate about solving complex operational challenges and thrive in a fast-paced, innovative culture, this is your chance to make a tangible impact at scale.
As a Bali-based remote role, youâll enjoy the flexibility of working from one of the worldâs most vibrant digital nomad hubs while contributing to a global team. TikTok offers a competitive compensation package, comprehensive benefits, and opportunities for career growth in a mission-driven organization. Join us and help redefine e-Commerce for the next generation of shoppers and sellers!
Responsibility
- Strategy Development: Design and implement a best-in-class returns and refunds strategy for TikTok Shopâs US marketplace, aligning with global standards while addressing local market nuances.
- Policy Leadership: Own the end-to-end policy framework for returns, refunds, and disputes, ensuring fairness for customers and sellers while minimizing fraud and abuse.
- Cross-Functional Collaboration: Partner with Product, Engineering, Finance, Legal, and Customer Support teams to build scalable processes, tools, and automation for returns management.
- Data-Driven Optimization: Analyze returns and refunds data to identify trends, root causes, and opportunities for improvement, driving continuous enhancements to the customer and seller experience.
- Stakeholder Management: Act as the primary point of contact for internal and external stakeholders, including sellers, logistics partners, and customer support teams, to resolve escalations and drive alignment.
- Risk Mitigation: Develop and monitor KPIs to track performance, detect anomalies, and implement proactive measures to reduce financial and reputational risks.
- Process Innovation: Lead initiatives to streamline returns workflows, reduce processing times, and enhance self-service options for customers and sellers.
- Regulatory Compliance: Ensure all returns and refunds policies comply with US consumer protection laws and TikTokâs global standards.
Qualifications
- Experience: 5+ years in e-Commerce operations, program management, or strategy roles, with a focus on returns, refunds, or customer experience. Experience in a high-growth tech or marketplace environment is a plus.
- Analytical Skills: Strong ability to analyze data, derive insights, and translate findings into actionable strategies. Proficiency in SQL, Excel, or BI tools (e.g., Tableau) is highly desirable.
- Stakeholder Management: Proven track record of collaborating with cross-functional teams, including Product, Engineering, Legal, and Finance, to drive complex initiatives.
- Problem-Solving: Ability to think critically and develop creative solutions to operational challenges in a fast-paced environment.
- Communication: Excellent written and verbal communication skills, with the ability to articulate complex policies and strategies to diverse audiences.
- US Market Knowledge: Familiarity with US e-Commerce regulations, consumer protection laws, and industry best practices for returns and refunds.
- Project Management: Experience leading end-to-end projects, managing timelines, and delivering results in a dynamic, agile environment.
- Remote Work: Self-motivated and comfortable working remotely in a global team, with strong time-management and organizational skills.