TikTok Shop - Arbitration Strategy Program Manager

TikTok Inc.; Seattle (WA); On-site; USD 116,000 - 198,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid parental leave

Disability insurance

Life insurance

Wellbeing benefits

10 paid holidays

10 paid sick days

17 days Paid Personal Time

Job summary

TikTok is seeking an Arbitration Strategy Program Manager to analyze disputes, design better policies, and improve buyer/seller experience on the platform. You will join the Governance and Experience team and work with the SSC to translate data into effective rules and service strategies.

Collaboration with product teams, algorithms, and APAC partner teams is essential to enhance platform value, monitor metrics, and drive end-to-end improvements in a fast‑growing e‑commerce environment.

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 is required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams across APAC.

Responsibilities

• 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.

Skills

Operations management

Data-driven analysis

Data analysis tools

Analytical thinking

Cross-functional collaboration

Ownership mindset

English & Mandarin

Job description

Responsibilities

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 the GNE organization, our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for an Arbitration Strategy Program Manager, who will be responsible for 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 Qualification(s):

• 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 is required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams across APAC.

Preferred Qualification(s):

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

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 $115520 - $198360 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:

• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
• Exercising sound judgment.