TikTok Shop - Returns & Refunds Strategy Program Manager

Responsibilities

• Own the Returns & Refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement.
• Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives.
• Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities.
• Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities.
• Translate US market insights and operational pain points into clear recommendations for global platform and product teams.

Requirements

• BA/BS degree.
• 5 years+ of experience in e-commerce operations, after-sales operations, returns & refunds management, customer experience, or related operational strategy roles.
• Strong understanding of e-commerce after-sales ecosystems, including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations.
• Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions.
• Strong analytical and structured thinking skills; comfortable using both qualitative insights and quantitative data to influence decisions.
• Experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams.
• Demonstrated ability to partner with and influence leadership across product, operations, and policy.
• Product or technical aptitude is a strong plus, ability to understand operational tooling limitations and influence system improvements.
• Job Information
• [For Pay Transparency] Compensation Description (annually)
• The base salary range for this position in the selected city is $103360 - $209380 annually.
• 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:
• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.

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