Shop - Category Policy & Dispute Operations Lead
Listed on 2026-06-28
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Business
Business Analyst
Tik Tok Shop - Category Policy & Dispute Operations Lead
Location:
Seattle
Employment Type:
Regular
Job Code: A97927A
Responsibilities:
- 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 Qualifications:
- 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.
Preferred Qualifications:
- 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.
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