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Global Operations

TikTok Shop - Aftersales Buyer Journey & Experience Program Manager - Seattle

Location:

Seattle

Employment Type:

Regular

Job Code:

A172488A

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Responsibilities

TikTok Shop's Governance and Experience (GNE) team is on a mission to deliver seamless, empathetic, and trusted shopping experiences. As the Aftersales Buyer Journey & Experience Lead, you will be responsible for deeply understanding and shaping the buyer's post-purchase journey—from the moment an order is placed to the resolution of any issues. This strategic position focuses on mapping the buyer journey for aftersales, identifying structural friction points, and driving holistic, cross-functional improvements that anticipate buyer needs and elevate trust, clarity, and satisfaction. Roles & Responsibilities - Lead end-to-end buyer journey mapping across returns, refunds, and post-purchase resolution; identify systemic breakdowns, moments of confusion, or misaligned policies that erode buyer trust. - Buyer Communications for aftersales: Drive improvements in the aftersales buyer journey by identifying communication failure points through journey mapping and collaborating with cross-functional teams to develop and execute solutions that enhance the overall customer experience. - Design and own a strategic roadmap for elevating the post-purchase experience—balancing customer delight, operational feasibility, and seller fairness. - Drive cross-functional alignment with Product, Policy, Ops, and Service teams to embed journey-based thinking into all after-sales initiatives.Drive implementation of the fixes and new strategies with the team and drive journey-related initiatives. - Champion buyer empathy and experience equity—ensuring solutions reflect the needs of diverse buyer segments, including first-time users, high-value customers, and underserved cohorts. - Define and implement buyer journey metrics (e.g., journey success rate, effort score, resolution transparency) to measure progress and enable data-driven prioritization. - Partner with VOC, Insights, and Dogfooding teams to triangulate buyer pain points from multiple sources (not limited to VOC) and validate journey improvements through experimentation and iteration. - Advocate for a proactive, experience-by-design culture, where buyer journey insights inform not just fixes, but future-forward innovation in aftersales.


Qualifications

Minimum Qualifications: - Bachelor’s degree; MBA degree is preferred - 5+ years in customer experience, product strategy, ideally in e-commerce or consumer platforms. - Analytical and systems thinker with empathy at the core of problem-solving. - Comfortable navigating ambiguity and scaling structured solutions in fast-paced environments.


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.

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.

TikTok Accommodation

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://tinyurl.com/RA-request

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@2025 TikTok