TikTok Shop - Arbitration Strategy Program Manager

TikTok; San Jose (CA); On-site; USD 122,000 - 209,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid parental leave

Short-term and long-term disability

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time

Job summary

TikTok is seeking an Arbitration Strategy Program Manager in San Jose to analyze dispute problems and design improved policies and service strategies for buyers and sellers on our platform.

You will work with cross-functional partners to identify pain points, craft data-driven insights, and implement after-sales rules across categories, aiming to improve platform governance and user experience.

Qualifications

• 3+ years in operations, program, or project management, with hands-on experience in SOP development.
• Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
• Proficient in data analysis tools with strong business analysis skills and sound judgment.
• Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
• Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
• Fluency in Mandarin and English are required for collaboration with partner teams in Mainland China.

Responsibilities

• Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis; identify opportunities.
• Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
• Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
• Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Skills

Data-driven analysis

Cross-functional collaboration

Operations management

Ownership mindset

Bilingual English/Mandarin

Job description

Location:

San Jose

Employment Type:

Regular

Job Code:

A128325

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Responsibilities

About the Team:Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Arbitration Strategy Program Manager, which will be responsible on analyzing dispute problems, designing better policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

• Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
• Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
• Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
• Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Qualifications

Minimum Qualifications

• 3+ years in operations, program, or project management, with hands-on experience in SOP development.
• Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
• Proficient in data analysis tools with strong business analysis skills and sound judgment.
• Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
• Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
• Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams in Mainland China.

Preferred Qualifications

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
• Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.

Job Information

The base salary range for this position in the selected city is $121600 - $208800 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

• 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.

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

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