TikTok Shop - Head of Aftersales Strategy and Operations

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.



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.