TikTok Shop - Arbitration Strategy Program Manager

About the Team: Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Arbitration Strategy Program Manager, which will be responsible on analyzing dispute problems, designing better policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities

• Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
• Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
• Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
• Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Minimum Qualifications:

• 3+ years in operations, program, or project management, with hands-on experience in SOP development.
• Proven experience in conducting data-driven analysis to identify insights and drive strategic improvements.
• Proficient in data analysis tools with strong business analysis skills and sound judgment.
• Strong analytical and problem-solving abilities, with solid cross-functional collaboration skills.
• Demonstrates a proactive mindset, strong ownership, and high awareness of operational risks.
• Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams based in Mainland China such as our algo and tech teams.

Preferred Qualifications:

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
• Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.