More jobs:
Shop - Returns & Refunds Lead
Job in
Seattle, King County, Washington, 98113, USA
Listed on 2026-02-17
Listing for:
Tiktok
Full Time
position Listed on 2026-02-17
Job specializations:
-
Business
Ecommerce, Business Management
Job Description & How to Apply Below
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 Tik Tok Shop users.
We are seeking a Returns & Refunds Experience Lead to shape the strategy, product direction, and operational excellence for returns, refunds, and reverse-logistics experiences. This role will drive trust at scale by reducing friction, elevating customer satisfaction, and creating efficient, industry-leading aftersales solutions.
Roles & Responsibilities :
* Define and execute customer experience strategies aligned with global e-commerce trends and evolving user expectations.
* Lead the design, development, and rollout of product and policy solutions that streamline returns, refunds, and aftersales paths.
* Translate user feedback, experience product data, and platform insights into clear, actionable recommendations for senior leadership.
* Serve as the key point of contact for high-impact customer issues and escalations, driving root-cause fixes, reducing contact rate, and strengthening trust.
* Leverage NPS, CSAT analytics and industry research to identify friction points and influence cross-functional partners on improvement opportunities.
* Partner closely with Service Delivery, Ops, Logistics, and Product teams to build cohesive, scalable aftersales mechanisms.
* Own key performance metrics for returns and refunds, providing regular reporting and recommending corrective or optimization actions.
Minimum Qualifications
* BA/BS degree or equivalent practical experience.
* 5+ years of experience in customer experience, service operations, or related fields.
* Demonstrated ability to manage complex, multi-stakeholder projects.
* Strong analytical capability with hands-on experience working with metrics, trends, and insights.
Preferred Qualifications
* Deep customer obsession with a track record of designing and executing experience KPIs.
* Experience in returns, refunds, or reverse logistics within ecommerce or marketplace platforms.
* Excellent verbal and written communication skills, with proven ability to influence senior cross-functional leaders.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×