Job Description
Responsibilities
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 seeking a Category Policy & Dispute Operations Lead to lead after-sales policy and dispute operations for key vertical categories for TikTok Shop-US. This role will focus on building and scaling category-specific policies and operational frameworks for complex, high-dispute scenarios across areas such as auctions, collectibles, fashion, and other high-value marketplace segments.
As a critical member of the after-sales organization, you will partner cross-functionally with Product, Customer Service, Risk, Legal, and Business Operations teams to develop fair, scalable, and customer-centric dispute resolution mechanisms that protect both buyers and sellers while supporting sustainable marketplace growth.
We are looking for someone who thrives in ambiguity, enjoys solving complex operational challenges, and is excited to build systems, policies, and processes from the ground up.
- Serve as the primary owner and point of contact for category-specific after-sales policy and dispute operations, including auctions, collectibles, fashion, and other high-dispute verticals.
- Design, optimize, and operationalize category-specific after-sales policies covering dispute resolution, liability adjudication, buyer/seller protections, refunds, exchanges, and related workflows.
- Partner cross-functionally with Product, Customer Service, Risk, Legal, Governance, and Business Operations teams to drive policy alignment, implementation, and enforcement.
- Analyze dispute trends, merchant feedback, and operational data to identify systemic gaps and develop scalable policy and process improvements.
- Represent the after-sales operations team in business reviews, merchant research initiatives, and cross-market operational discussions.
- Act as a key liaison between US and global teams to facilitate collaboration, knowledge sharing, and operational alignment.
- Support merchant and seller education efforts related to after-sales policies, particularly for complex, high-risk, or high-value categories.
- Lead the transformation of the long-term strategy and operational infrastructure for category governance and dispute operations within the marketplace ecosystem.
Qualifications
Minimum Qualification(s)
- BA/BS degree.
- 5 years+ of experience in e-commerce operations, policy, or a related field.
- Analytical mindset with the ability to translate data into actionable policy recommendations.
- Proven ability to work cross-functionally and influence without direct authority.
- Comfortable with ambiguity; able to operate independently and build from scratch.
- Proven ability to lead complex, cross-functional strategy initiatives using data-driven frameworks.
- In this role, you will be collaborating extensively with partner teams such as product and Operations teams, and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to our programs. Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease.
Preferred Qualification(s)
- Strong analytical and structured thinking skills.
- Strong understanding of the US e-commerce landscape; familiarity with after-sales, dispute resolution, or trust & safety is a plus.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
