Shop - Reverse Logistics Customer Experience Program Manager

Position: TikTok Shop - Reverse Logistics Customer Experience Program Manager
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 Reverse Logistics Customer Experience Program Manager to own and improve post-purchase reverse-logistics experiences across Tik Tok Shop. This role will focus on building scalable, cost-efficient, and customer-centric aftersales solutions by partnering closely with Product, Logistics, Operations, and Service Delivery teams.

* 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.

Minimum Qualifications:

* 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 Qualifications:

* Strong customer obsession with experience design in post-purchase or logistics environments.

* Experience in e-commerce, marketplace platforms, fulfillment, or reverse logistics operations.