TikTok · 5 hours ago
TikTok Shop - Reverse Logistics Customer Experience Program Manager
Seattle, WA
Full-time
Onsite
Senior Level
$105K/yr - $193K/yr
5+ years expTikTok is the leading destination for short-form mobile video, and they are seeking a Reverse Logistics Customer Experience Program Manager to enhance the post-purchase experience across TikTok Shop. This role will focus on developing efficient and customer-centered aftersales solutions by collaborating with various teams to improve operational performance and customer satisfaction.
Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo
Responsibilities
Own the roadmap and execution for reverse logistics and aftersales fulfillment experiences, including drop-off, pick-ups, and item re-commerce flows
Partner with Product, Logistics, Warehouse Ops, and Service Delivery teams to design and scale tooling, policies, and workflows that improve customer outcomes and operational efficiency
Analyze Contacts Per Order (CPO), defect rates, return cycle time, and Voice of Customer (VOC) data to identify friction points and prioritize improvements
Build and maintain dashboards for post-sales performance, reverse logistics SLAs, loss prevention, and customer satisfaction outcomes
Define and drive compensation, disposition, and recovery strategies that balance customer trust, fraud risk, and cost-to-serve
Lead root-cause analysis for escalations and systemic failures in reverse logistics and drive durable fixes across systems and processes
Influence upstream product and fulfillment design to reduce downstream returns and improve first-pass resolution
Qualification
Required
BA/BS degree or equivalent practical experience
5+ years of experience in product management, program management, customer experience, logistics operations, or related fields
Experience working with operational metrics, analytics dashboards, and large-scale workflows
Proven ability to drive cross-functional execution without direct authority
Preferred
Strong customer obsession with experience design in post-purchase or logistics environments
Experience in e-commerce, marketplace platforms, fulfillment, or reverse logistics operations
Benefits
Medical, dental, and vision insurance
A 401(k) savings plan with company match
Paid parental leave
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
10 paid holidays per year
10 paid sick days per year
17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
Company
TikTok
TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.
10001+ employees
H1B Sponsorship
TikTok has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (979)
2024 (601)
2023 (387)
2022 (322)
2021 (133)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
N Ali Mohamed
CEO
Blake Chandlee
VP Global Business Solutions
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