APAC After-Sales & Customer Experience Lead

TikTok Inc.; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

TikTok Inc. is seeking a senior leader to shape and govern after-sales fulfillment strategies across APAC. You will partner with Product, Operations, Logistics, and Risk teams to build scalable, end-to-end services that protect users and empower sellers.

You will analyze fulfillment metrics, drive process improvements, and ensure high-quality post-purchase experiences while balancing business goals, cost, and risk across global e-commerce operations.

Qualifications

• Bachelor's degree or above with experience in after-sales strategy development, fulfillment management, service operations, seller operations, or platform governance.

Responsibilities

• Develop and implement after-sales fulfillment service strategies for the APAC region covering order fulfillment, logistics delivery, after-sales service, dispute resolution, seller appeals, and service protection.
• Own after-sales fulfillment service quality management for markets such as Japan, evaluating core metrics and driving cross-functional optimization.
• Lead cross-functional collaboration across Product, Operations, Logistics, Customer Service, Risk Control, and Seller Governance to integrate after-sales requirements into product design and business processes.
• Continuously track best practices and drive upgrades to the after-sales fulfillment service model.

Skills

After-sales strategy

Fulfillment management

Service operations

Seller operations

Platform governance

Education

Bachelor's degree or above

Job description

TikTok Inc. is seeking a senior leader to shape and govern after-sales fulfillment strategies across APAC. You will partner with Product, Operations, Logistics, and Risk teams to build scalable, end-to-end services that protect users and empower sellers.

You will analyze fulfillment metrics, drive process improvements, and ensure high-quality post-purchase experiences while balancing business goals, cost, and risk across global e-commerce operations.