Shop - Reverse Logistics Customer Experience Program Manager

Position: TikTok Shop - Reverse Logistics Customer Experience Program Manager
Responsibilities

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.

Qualifications

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.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $104712 - $192534 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to 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, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade…