TikTok
TikTok Shop - Head of Aftersales Strategy and Operations
Seattle, Washington · Director · Full-time · Posted Oct 28, 2026
- Experience
- 8+ years, including 3+ years of people management experience.
- Education
- Bachelor's degree or equivalent practical experience.
About the job
Leads strategy, teams, and execution for TikTok Shop’s US aftersales operations to improve customer and seller outcomes, efficiency, and marketplace growth.
What you'll do
- Set the long-term aftersales vision, strategy, and roadmap, translating opportunities and risks into scalable platform, policy, and process improvements.
- Lead and develop Program Managers and partner cross-functionally to deliver initiatives and influence roadmaps.
- Use business analysis and operational insights to set success metrics, improve processes, and scale automation.
What they ask for
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in a relevant field, 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, with experience in at least one aftersales domain.
Nice to have
- Experience leading large-scale transformation initiatives in global e-commerce or marketplaces.
- Experience partnering with Product and Engineering to influence platform strategy and product roadmaps.
Model-written summary · the original posting is authoritative