TikTok Shop - Aftersales Returns & Refunds Program Analyst

Responsibilities

About the team 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. Responsibilities 1) Assume complete ownership of domain-specific strategies focused on enhancing the customer aftersales experience, facilitating necessary changes through effective collaboration with cross-functional teams. 2) Develop a streamlined workflow, strategy, and logic for compensating customers facing experience-related issues. 3) Refine and optimize existing strategies through continuous audits to ensure alignment with organizational goals and target ROI. 4) Conduct regular in-depth analysis of Voice of the Customer (VOC) data to identify significant challenges customers encounter in our aftersales experience. 5) 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. 6) 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 1) BA/BS degree or equivalent practical experience. 2) Business experience in the service and experience field. 3) Proficient in designing and implementing experience KPIs and other evaluative measures. 4) Ability to advocate and influence without direct ownership, working effectively across groups and levels, and engaging with all tiers of management. 5) Experience in managing data analytics and related business metrics. Preferred Qualification 1) Able to undertake travelling and open to work across timezones.

Job Information

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.