TikTok Shop - Customer Experience & Aftersales Operations Manager
Core
Design and manage after-sales fulfillment strategies, service frameworks, and quality management for the APAC region to ensure safe and trusted interactions across the e-commerce ecosystem.
Role type
Senior IC operations manager (after-sales fulfillment & governance)
Builds
Platform-wide service frameworks covering order fulfillment, logistics delivery, after-sales service, dispute resolution, and seller appeals
Domain
E-commerce, retail, logistics fulfillment, platform governance
Required skills
after-sales strategy development, fulfillment management, service operations, seller operations, platform governance, cross-functional collaboration, data analysis, problem-solving, process design, performance metrics definition
Preferred skills
experience in after-sales fulfillment in overseas markets
Technologies
none stated
Responsibilities
Develop and implement after-sales fulfillment service strategies for the APAC region; Own after-sales fulfillment service quality management for markets such as Japan; Lead cross-functional collaboration across Product, Operations, Logistics, Customer Service, Risk Control, and Seller Governance teams; Continuously track best practices and drive continuous upgrades to the after-sales fulfillment service model
Seniority
Senior, hands-on IC
