TikTok Shop - Category Specific User Rights & Customer Trust Program Manager
Core
Design and operational execution of category-specific user rights and protection policies for high-sensitivity e-Commerce verticals.
Role type
Program Manager, e-Commerce policy & operations
Builds
Tailored protection frameworks for auctions, collectibles, luxury goods, and large-item furniture
Domain
E-Commerce, Marketplace Trust & Safety
Required skills
e-Commerce operations, category management, customer experience, policy design, data analysis, cross-functional collaboration, competitor benchmarking, stakeholder management
Preferred skills
familiarity with vertical category dynamics, buyer protection, after-sales policy
Technologies
N/A
Responsibilities
Define eligibility criteria, coverage scope, and claim workflows for category-specific protections; Monitor category-level user experience metrics and drive policy improvements; Collaborate cross-functionally with Product, CS, Risk, and Business Ops; Research category-specific after-sales needs and pain points; Benchmark competitor protection offerings; Design and document category-specific user rights policies; Support the rollout and communication of new category protection policies; Track key category-level metrics including dispute rate, CSAT, and protection claim volume
Seniority
Mid-level, hands-on IC