TikTok Shop - Aftersales Returns & Refunds Program Manager - Seattle

TikTok; Seattle (WA); On-site; USD 104,000 - 193,000; Full time

Job summary

A major tech company is seeking a Program Manager to enhance customer aftersales experiences. The role involves developing strategies, analyzing customer data, and collaborating with cross-functional teams to deliver improved service. Candidates should have a BA/BS degree and at least 5 years of relevant experience in the service field.

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

10 paid holidays and 10 sick days per year

17 days of Paid Personal Time

Qualifications

• Minimum of 5 years of business experience in service and experience field.
• Proficient in designing and implementing experience KPIs.
• Ability to engage with all tiers of management.

Responsibilities

• Oversee customer aftersales experience and enhance related strategies.
• Develop workflows and strategies for compensating customers.
• Conduct analysis to identify challenges in the aftersales experience.

Skills

Data analytics

Customer advocacy

Influence without authority

Education

BA/BS degree

Job description

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Responsibilities
E-commerce’s Governance and Experience (GNE) is a global team committed to achieving full customer satisfaction, fostering a sustainable sales environment, and ensuring an optimal purchase experience. As part of the GNE organization, the Experience Team aims to deliver trustworthy and exceptional experiences to all users of TikTok Shop. We seek a Program Manager to oversee and enhance our customers’ return and refund experiences.

Responsibilities
• Assume complete ownership of domain-specific strategies focused on enhancing the customer aftersales experience, facilitating necessary changes through effective collaboration with cross-functional teams.
• Develop a streamlined workflow, strategy, and logic for compensating customers facing experience-related issues.
• Refine and optimize existing strategies through continuous audits to ensure alignment with organizational goals and target ROI.
• Conduct regular in-depth analysis of Voice of the Customer (VOC) data to identify significant challenges customers encounter in our aftersales experience.
• Construct a monitoring dashboard for aftersales activities. This dashboard will provide internal stakeholders a comprehensive view of post-sales operations and promote cohesion among functional teams.
• Proactively engage with internal functions, such as Governance and Experience—Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement initiatives.

Qualifications
Minimum Qualifications:
• BA/BS degree or equivalent practical experience.
• Minimum of 5 years of business experience in the service and experience field.
• Proficient in designing and implementing experience KPIs and other evaluative measures.
• Ability to advocate and influence without direct ownership, working effectively across groups and levels, and engaging with all tiers of management.
• Experience in managing data analytics and related business metrics.

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


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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Technology, Information and Internet

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