TikTok Shop - Returns and Refunds Experience Lead

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imagination thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. As part of the GNE organization, the Experience Team aims to deliver reliable and exceptional experiences for every user of TikTok Shop. We are seeking a Returns and Refunds Experience Lead to develop end-to-end strategies for returns, refunds, and reverse logistics solutions, ultimately enhancing customer trust on the platform.

Responsibilities:
- Develop customer experience strategies aligned with current e-commerce trends.
- Provide holistic business insights to the leadership team by synthesizing experience product data and customer feedback trends.
- Act as the primary contact for customer responses and escalations related to returns and refunds, aiming to minimize customer contacts and drive improvements.
- Utilize after-sales CSAT findings and industry research to identify areas for improvement and share insights across business teams.
- Collaborate with internal functions such as Service Delivery, Operations, Logistics, and products to drive improvement efforts.
- Lead the development and implementation of product solutions to optimize returns and refund processes.
- Monitor and report key performance indicators related to after-sales, recommending corrective actions as needed.

Qualifications

- BA/BS degree or equivalent practical experience.
- Minimum 5 years of business experience in the service and experience field.
- Experience managing data analytics and related business metrics.
- Experience managing multiple complex projects
Preferred Qualifications
- Passion for customers and effective at designing and implementing experience KPI's and other measures.
- Experience in returns and refunds in eCommerce or marketplace platforms is a plus.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior decision makers.

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 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 ecommerce.accommodations@tiktok.com

Job Information

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 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.​

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: ​

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition t