Job Description
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 Returns & Refunds Experience Lead to shape the strategy, product direction, and operational excellence for returns, refunds, and reverse-logistics experiences. This role will drive trust at scale by reducing friction, elevating customer satisfaction, and creating efficient, industry-leading aftersales solutions. Roles & Responsibilities:
- Define and execute customer experience strategies aligned with global e-commerce trends and evolving user expectations.
- Lead the design, development, and rollout of product and policy solutions that streamline returns, refunds, and aftersales paths.
- Translate user feedback, experience product data, and platform insights into clear, actionable recommendations for senior leadership.
- Serve as the key point of contact for high-impact customer issues and escalations, driving root-cause fixes, reducing contact rate, and strengthening trust.
- Leverage NPS, CSAT analytics and industry research to identify friction points and influence cross-functional partners on improvement opportunities.
- Partner closely with Service Delivery, Ops, Logistics, and Product teams to build cohesive, scalable aftersales mechanisms.
- Own key performance metrics for returns and refunds, providing regular reporting and recommending corrective or optimization actions.
Minimum Qualifications - BA/BS degree or equivalent practical experience. -5+ years of experience in customer experience, service operations, or related fields. - Demonstrated ability to manage complex, multi-stakeholder projects. - Strong analytical capability with hands-on experience working with metrics, trends, and insights. Preferred Qualifications - Deep customer obsession with a track record of designing and executing experience KPIs. - Experience in returns, refunds, or reverse logistics within ecommerce or marketplace platforms. - Excellent verbal and written communication skills, with proven ability to influence senior cross-functional leaders.
We are seeking a Returns & Refunds Experience Lead to shape the strategy, product direction, and operational excellence for returns, refunds, and reverse-logistics experiences. This role will drive trust at scale by reducing friction, elevating customer satisfaction, and creating efficient, industry-leading aftersales solutions. Roles & Responsibilities:
- Define and execute customer experience strategies aligned with global e-commerce trends and evolving user expectations.
- Lead the design, development, and rollout of product and policy solutions that streamline returns, refunds, and aftersales paths.
- Translate user feedback, experience product data, and platform insights into clear, actionable recommendations for senior leadership.
- Serve as the key point of contact for high-impact customer issues and escalations, driving root-cause fixes, reducing contact rate, and strengthening trust.
- Leverage NPS, CSAT analytics and industry research to identify friction points and influence cross-functional partners on improvement opportunities.
- Partner closely with Service Delivery, Ops, Logistics, and Product teams to build cohesive, scalable aftersales mechanisms.
- Own key performance metrics for returns and refunds, providing regular reporting and recommending corrective or optimization actions.
Minimum Qualifications - BA/BS degree or equivalent practical experience. -5+ years of experience in customer experience, service operations, or related fields. - Demonstrated ability to manage complex, multi-stakeholder projects. - Strong analytical capability with hands-on experience working with metrics, trends, and insights. Preferred Qualifications - Deep customer obsession with a track record of designing and executing experience KPIs. - Experience in returns, refunds, or reverse logistics within ecommerce or marketplace platforms. - Excellent verbal and written communication skills, with proven ability to influence senior cross-functional leaders.
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