Chief Aftersales Strategy & Operations

TikTok; San Jose (CA); On-site; USD 159,000 - 272,000; Full time

Benefits offered by this job

Medical insurance from day one

Dental insurance from day one

Vision insurance from day one

401(k) with company match

Paid parental leave

Short-term & long-term disability

Job summary

TikTok is seeking a Head of Aftersales Strategy and Operations in San Jose to lead the US aftersales strategy for the e‑commerce business. You will shape vision and drive improvements across returns, refunds, disputes, logistics, and customer support, while partnering with Product, Engineering, Operations, and Risk to execute key initiatives.

You will build and mentor a high‑performing team of program managers, set success metrics, and implement scalable processes that balance customer

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years in e-commerce, marketplace ops, customer experience, operations strategy, program management, consulting, or related fields.
• 3+ years of people management experience.
• Experience leading high-performing teams in fast-paced, cross-functional organizations.
• Strong understanding of e‑commerce operations and the customer lifecycle.
• Proven ability to define strategy and deliver scalable cross-functional solutions.

Responsibilities

• Lead and develop a high-performing team of Program Managers for US aftersales.
• Define long-term vision, strategy, and roadmap for US aftersales experience.
• Identify gaps and translate them into scalable platform, policy, and process improvements.
• Partner with Product, Engineering, Operations, Customer Service, Risk, Logistics to drive roadmaps.
• Drive data-informed decisions using business and customer insights.
• Champion operational excellence with automation and processes that maintain quality.
• Represent US in global planning, reflecting regional needs in investments.
• Coach and develop talent, foster cross-functional collaboration.

Skills

Leadership

Strategy

People management

Stakeholder management

Analytical

Communication

Education

Bachelor's degree or equivalent practical experience

Job description

TikTok is seeking a Head of Aftersales Strategy and Operations in San Jose to lead the US aftersales strategy for the e‑commerce business. You will shape vision and drive improvements across returns, refunds, disputes, logistics, and customer support, while partnering with Product, Engineering, Operations, and Risk to execute key initiatives.

You will build and mentor a high‑performing team of program managers, set success metrics, and implement scalable processes that balance customer