TikTok Shop - Category Policy & Dispute Operations Program Manager

TikTok

Global Operations

Location

Singapore

Employment Type

Regular

Job Code

A105635

Responsibilities

E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.

We are seeking a Category Policy & Dispute Operations Program Manager to support after-sales policy and dispute operations for key vertical categories within TikTok Shop US. In this role, you will help maintain and improve policies and operational processes that support fair dispute resolution experiences for buyers and sellers across categories such as fashion, collectibles, auctions, and other marketplace segments.

You will work closely with cross-functional teams including Customer Service, Product, Risk, Legal, and Business Operations to support policy implementation, investigate operational issues, and contribute to process improvements. This is a great opportunity for someone who enjoys solving problems, working with data, and learning how large-scale e-Commerce marketplaces operate.

Support the execution and day-to-day management of category-specific after-sales policies and dispute resolution processes.
Review dispute trends, operational metrics, and seller feedback to identify opportunities for process improvements.
Assist with policy documentation, SOP creation, and operational workflow updates.
Partner with Customer Service, Product, Risk, Legal, and Business Operations teams to support policy implementation and issue resolution.
Help investigate escalated cases and contribute to identifying root causes and potential solutions.
Monitor operational performance and provide insights through regular reporting and analysis.
Support merchant and seller education initiatives related to after-sales policies and dispute processes.
Participate in cross-functional meetings and projects focused on improving the buyer and seller experience.
Collaborate with global teams to share feedback, best practices, and operational learnings.

Qualifications

Minimum Qualification(s)

Bachelor's degree or equivalent experience.
1+ years of experience in e-commerce, operations, customer support, policy, trust & safety, consulting, or a related field.
Strong problem-solving and analytical skills.
Comfortable working with data and using insights to support recommendations.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Willingness to learn, adapt, and work in an evolving business environment.

Preferred Qualification(s)

Experience in e-commerce, marketplace operations, customer service, or dispute resolution.
Familiarity with Excel, SQL, dashboards, or data analysis tools.
Interest in policy operations, trust & safety, risk management, or customer experience.
Knowledge of the US e-Commerce marketplace ecosystem is a plus.

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.