TikTok Shop - Customer Segmentation & Experience Strategy Program Manager

E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.



We are seeking a Customer Cancellation Experience Program Manager to own and improve the customer cancellation journey across TikTok Shop. This role will focus on execution, operational excellence, and cross-functional coordination to reduce friction, improve clarity, and strengthen customer trust at scale.



Responsibilities:

- Own the roadmap and execution for customer-facing cancellation experiences across order, fulfillment, and post-purchase flows.

- Partner with Product, Logistics, Service Delivery, and Ops teams to identify gaps and drive continuous improvements in cancellation workflows.

- Design and maintain dashboards to monitor cancellation performance, operational health, and customer outcomes.

- Support the development and rollout of policies, tooling, and workflows that improve cancellation success rates and reduce customer effort.

- Analyze Contacts Per Order (CPO), Voice of Customer (VOC), and operational data to surface pain points and prioritize fixes.

- Drive root-cause analysis for cancellation-related escalations and contribute to scalable process and product solutions.

- Track and report on key experience metrics and recommend optimization actions to stakeholders.