TikTok Shop - Head of Aftersales Strategy and Operations

Description

About the Role:
We are looking for a Head of Aftersales Strategy and Operations to lead Aftersales Strategy for our US e-commerce business. This is a leadership role responsible for shaping the vision, strategy, and execution of key aftersales initiatives that strengthen customer trust, improve operational efficiency, and enable sustainable marketplace growth.

Responsibilities:
- Lead and develop a high-performing team of Program Managers responsible for the US aftersales strategy and operational excellence.
- Define the long-term vision, strategy, and roadmap for the US aftersales experience, driving continuous improvements across customer, seller, and operational outcomes.
- Identify strategic opportunities, operational gaps, and emerging risks across the aftersales ecosystem, and translate them into scalable platform, policy, and process improvements.
- Partner closely with leaders across Product, Engineering, Operations, Customer Service, Risk, Logistics, and other cross-functional organizations to influence roadmaps and deliver high-impact initiatives.
- Drive data-informed decision making by establishing success metrics, conducting deep business analyses, and using customer and operational insights to shape strategic priorities.
- Champion operational excellence by improving processes, driving automation, and scaling solutions that enhance efficiency while maintaining a high-quality customer experience.
- Represent the US business in global planning and strategy discussions, ensuring regional customer and merchant needs are reflected in platform investments and policy decisions.
- Build organizational capability by coaching and developing talent, fostering cross-functional collaboration, and creating a culture of innovation, accountability, and execution.

Requirements

Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years of people management experience.
- Demonstrated experience leading high-performing teams and developing talent in fast-paced, cross-functional organizations.
- Strong understanding of e-commerce operations and the customer lifecycle, with experience across one or more aftersales domains such as returns, refunds, disputes, logistics, customer support, seller operations, or trust and safety.
- Proven ability to define strategy, solve complex business problems, and deliver scalable, cross-functional solutions in ambiguous environments.
- Exceptional analytical, communication, and stakeholder management skills, with experience influencing leadership and driving alignment across diverse organizations.

Preferred Qualifications:
- Experience leading large-scale, cross-functional transformation initiatives in a global e-commerce or marketplace environment.
- Demonstrated success partnering with Product and Engineering organizations to influence platform strategy and product roadmap.
- Strong business acumen with the ability to balance customer experience, seller experience, operational efficiency, and business performance.
- Experience operating in high-growth, matrixed organizations with global stakeholders.