TikTok Shop - Aftersales Buyer Journey & Experience Program Manager - Seattle

TikTok Shop's Governance and Experience (GNE) team is on a mission to deliver seamless, empathetic, and trusted shopping experiences. As the Aftersales Buyer Journey & Experience Lead, you will be responsible for deeply understanding and shaping the buyer's post-purchase journey—from the moment an order is placed to the resolution of any issues.

This strategic position focuses on mapping the buyer journey for aftersales, identifying structural friction points, and driving holistic, cross-functional improvements that anticipate buyer needs and elevate trust, clarity, and satisfaction.



Roles & Responsibilities

- Lead end-to-end buyer journey mapping across returns, refunds, and post-purchase resolution; identify systemic breakdowns, moments of confusion, or misaligned policies that erode buyer trust.

- Buyer Communications for aftersales: Drive improvements in the aftersales buyer journey by identifying communication failure points through journey mapping and collaborating with cross-functional teams to develop and execute solutions that enhance the overall customer experience.

- Design and own a strategic roadmap for elevating the post-purchase experience—balancing customer delight, operational feasibility, and seller fairness.

- Drive cross-functional alignment with Product, Policy, Ops, and Service teams to embed journey-based thinking into all after-sales initiatives.Drive implementation of the fixes and new strategies with the team and drive journey-related initiatives.

- Champion buyer empathy and experience equity—ensuring solutions reflect the needs of diverse buyer segments, including first-time users, high-value customers, and underserved cohorts.

- Define and implement buyer journey metrics (e.g., journey success rate, effort score, resolution transparency) to measure progress and enable data-driven prioritization.

- Partner with VOC, Insights, and Dogfooding teams to triangulate buyer pain points from multiple sources (not limited to VOC) and validate journey improvements through experimentation and iteration.

- Advocate for a proactive, experience-by-design culture, where buyer journey insights inform not just fixes, but future-forward innovation in aftersales.