TikTok Shop - Customer and Fulfillment Experience Program Manager

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 Customer Cancellation Experience Program Manager to own and improve the customer cancellation journey across TikTok Shop. This role will focus on execution, operational excellence, and cross-functional coordination to reduce friction, improve clarity, and strengthen customer trust at scale.

Responsibilities
- Own the roadmap and execution for customer-facing cancellation experiences across order, fulfillment, and post-purchase flows.
- Partner with Product, Logistics, Service Delivery, and Ops teams to identify gaps and drive continuous improvements in cancellation workflows.
- Design and maintain dashboards to monitor cancellation performance, operational health, and customer outcomes.
- Support the development and rollout of policies, tooling, and workflows that improve cancellation success rates and reduce customer effort.
- Analyze Contacts Per Order (CPO), Voice of Customer (VOC), and operational data to surface pain points and prioritize fixes.
- Drive root-cause analysis for cancellation-related escalations and contribute to scalable process and product solutions.
- Track and report on key experience metrics and recommend optimization actions to stakeholders.

Qualifications
Minimum Qualification(s)
- BA/BS degree or equivalent practical experience.
- 2-3 years of business experience in the service and experience field.
- Experience managing data analytics and related business metrics.

Preferred Qualification(s)
- Strong customer obsession with experience designing or improving post-purchase flows.
- Experience in e-commerce, marketplace platforms, or logistics environments.
- Excellent written and verbal communication skills with the ability to influence cross-functional partners.

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.​
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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.​