Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2026 TikTok
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 looking for a Program Manager to lead Returns & Refunds Strategy for our US e-Commerce platform. This role sits at the intersection of business operations, customer experience, policy design, and platform strategy, responsible for identifying operational gaps, shaping scalable returns and refund solutions, and driving initiatives that improve both customer trust and merchant efficiency. This role is ideal for someone who thrives in ambiguity, can balance strategic thinking with operational execution, and is energized by solving complex after-sales problems at scale. We are looking for individuals who are analytical, highly structured, and comfortable collaborating cross-functionally with Product, Engineering, Customer Service, Risk, and Merchant teams to influence platform direction and operational outcomes. - 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
Qualifications
Minimum Qualification(s): - 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 Preferred Qualification(s): - 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
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.
