TikTok Shop - After Sales Experience and Automation Program Manager

Description

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.

- Manage and develop Return & Refund and Customer Trust portfolios for TikTok Ecommerce business for Southeast Asia region.
- Be responsible for elevating customers' post-purchase experience including product review, cancellations, return, refund and exchange processes, find gaps and design strategies.
- Design programs aiming to improve buyer experience of refund and return process by working closely with cross-functional teams and produce business requirement documents.
- Analyze and track key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change; develop and implement best practices/SOPs across the region.
- Work closely with customer service teams to summarize and investigate customer dispute issues and drive dispute resolution improvement.
- Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through the implementation.
- Build post-sales and reverse logistics monitoring dashboard to provide all internal stakeholders a holistic view of post-sales activities so that to drive resonance across functional teams.
- Classify the post-sales activities by scenario and push for improvements based on scenario-based operation findings.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, and Product to drive improvement efforts.

Requirements

Minimum Qualification(s)
- Bachelor's degree or above in E-commerce, Marketing, CRM, Business Administration, or related fields.
- Minimum 5 years business experience in the customer experience field.
- 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.