Responsibilities
About the Team:
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an After Sales Experience Program Manager role to manage and own the After Sales Experience in all eCommerce activities.

- Drive discovery and analysis of after-sales experience and service issues; develop optimization strategies and improvement goals to enhance the overall after-sales experience.
- Voice of Customer: Collect and analyze user signals through surveys, CPO data, and other channels; identify top user pain points and develop actionable improvement plans.
- Experience Analysis: Track end-to-end after-sales metrics (e.g., NPS, CSAT, resolution time); identify experience pain points for both buyers and sellers, develop improvement plans, drive execution, and continuously enhance after-sales satisfaction.
- Product Collaboration: Partner with product, engineering, and customer service teams to drive after-sales product iterations (e.g., UI optimization, policy improvements, help center updates); translate user experience needs into concrete product enhancements.
- Benchmarking: Research industry best practices and competitor after-sales experience management; adapt and implement leading models to suit platform realities and build differentiated after-sales advantages.
- Policy Development: Continuously refine after-sales policies and guidelines based on user feedback, industry norms, and existing business issues; develop policies tailored to the SEA market.

Qualifications
Minimum Qualification(s)
- Bachelor's degree or above in e-commerce, Marketing, CRM, Business Administration, or related fields.
- Ability to identify root causes of after-sales and service issues through data analysis.
- Strong logical thinking with the ability to develop and execute practical improvement plans.
- Customer-first approach with keen ability to identify after-sales and service experience pain points.
- Capability to translate user needs into concrete, actionable solutions.

Preferred Qualification(s)
- Background with international e-commerce platforms.
- Familiarity with e-commerce after-sales policies and processes.

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 Shop - After Sales Experience Program Manager