TikTok
TikTok Shop - Head of Aftersales Strategy and Operations
San Jose, California · Director · Full-time · Posted Oct 28, 2026
- Experience
- 8+ years in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years of people management experience.
- Education
- Bachelor's degree or equivalent practical experience.
About the job
Leads strategy and operations for TikTok Shop’s US aftersales experience, driving customer trust, operational efficiency, and marketplace growth.
What you'll do
- Lead and develop a team of Program Managers and set the US aftersales vision, strategy, and roadmap.
- Identify opportunities, gaps, and risks, then deliver scalable platform, policy, and process improvements with cross-functional partners.
- Use business analysis and customer and operational insights to establish metrics, guide priorities, improve processes, and scale automation.
What they ask for
- Bachelor's degree or equivalent practical experience.
- 8+ years of relevant experience, including 3+ years of people management experience.
- Experience leading teams and developing talent in fast-paced, cross-functional organizations.
- E-commerce operations and customer lifecycle knowledge, including experience in at least one aftersales domain; proven strategic problem-solving, delivery, analytical, communication, and stakeholder-management skills.
Nice to have
- Experience leading large-scale, cross-functional transformation in a global e-commerce or marketplace environment.
- Experience partnering with Product and Engineering to influence platform strategy and product roadmaps.
Model-written summary · the original posting is authoritative