TikTok Shop - Returns & Refunds Strategy Program Manager
TikTok • Seattle, Washington • Posted June 10, 2026
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 TikTok Shop users.
We are looking for a Program Manager to lead Returns & Refunds Strategy for our US e-commerce platform. This role sits at the intersection of business operations, customer experience, policy design, and platform strategy, responsible for identifying operational gaps, shaping scalable returns and refund solutions, and driving initiatives that improve both customer trust and merchant efficiency. This role is ideal for someone who thrives in ambiguity, can balance strategic thinking with operational execution, and is energized by solving complex after-sales problems at scale. We are looking for individuals who are analytical, highly structured, and comfortable co...
We are looking for a Program Manager to lead Returns & Refunds Strategy for our US e-commerce platform. This role sits at the intersection of business operations, customer experience, policy design, and platform strategy, responsible for identifying operational gaps, shaping scalable returns and refund solutions, and driving initiatives that improve both customer trust and merchant efficiency. This role is ideal for someone who thrives in ambiguity, can balance strategic thinking with operational execution, and is energized by solving complex after-sales problems at scale. We are looking for individuals who are analytical, highly structured, and comfortable co...