Aftersales Strategy & Operations Leader (US)

TikTok; Seattle (WA); On-site; USD 151,000 - 258,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid parental leave

Job summary

TikTok is seeking a Head of Aftersales Strategy and Operations for the US e-commerce business based in Seattle. This leadership role shapes vision, strategy, and execution of aftersales initiatives to strengthen customer trust, improve efficiency, and enable marketplace growth.

You will lead a team of program managers, define the long-term strategy, and partner with cross-functional leaders to drive high-impact initiatives based on data insights and robust governance.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years in e-commerce, marketplace operations, customer experience, or related fields.
• 3+ years of people management experience.
• Experience leading cross-functional teams and influencing roadmaps.

Responsibilities

• Lead and develop a high-performing US aftersales strategy and operations team.
• Define long-term vision and roadmap for US aftersales experience across customer, seller, and operations outcomes.
• Identify opportunities, gaps and risks; translate into scalable platform, policy, and process improvements.
• Partner with Product, Engineering, Operations, Customer Service, Risk, Logistics, and other teams to influence roadmaps.
• Drive data-informed decisions by establishing metrics and analyzing customer and operational insights.
• Champion process improvements, automation, and scalable solutions for better efficiency and customer experience.
• Represent US business in global planning discussions and ensure regional needs are reflected in investments.
• Coach and develop talent; foster cross-functional collaboration and a culture of innovation and execution.

Skills

Leadership

Program management

Data-driven decision making

Stakeholder management

Strategic planning

Education

Bachelor's degree or equivalent practical experience

Job description

TikTok is seeking a Head of Aftersales Strategy and Operations for the US e-commerce business based in Seattle. This leadership role shapes vision, strategy, and execution of aftersales initiatives to strengthen customer trust, improve efficiency, and enable marketplace growth.

You will lead a team of program managers, define the long-term strategy, and partner with cross-functional leaders to drive high-impact initiatives based on data insights and robust governance.