About the Role

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 Tik Tok 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.

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.

Qualifications

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.

Compensation

The base salary range for this position in the selected city is $125,400 - $235,980 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.

Benefits

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to:

• Medical, dental, and vision insurance
• 401(k) savings plan with company match
• Paid parental leave
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• 10 paid holidays per year
• 10 paid sick days per year
• 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Additional Information for Los Angeles County (Unincorporated) Candidates

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.