TikTok Shop - Arbitration Strategy Program Manager

About the Team:

Global E-Commerce s Governance and Experience (GNE) team keeps the marketplace safe and trustworthy for buyers, sellers, and creators alike. Within GNE, the Content & Creator Governance team builds a trusted, high-quality content ecosystem - setting global policies and standards for content integrity, creator compliance, and brand safety while enabling creativity.

We are looking for an Arbitration Strategy Program Manager, which will be responsible for analyzing dispute problems, designing better policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities

• Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
• Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
• Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
• Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up. Minimum Qualification(s):
• 3+ years in operations, program, or project management, with hands-on experience in customer experience or customer service.
• Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
• Proficient in data analysis tools with strong business analysis skills and sound judgment.
• Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
• Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.

Preferred Qualification(s):

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-Commerce services and an innovative spirit.
• Understand e-Commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-Commerce platforms preferred.