Shop - Head of Aftersales Strategy and Operations

Responsibilities

About the Role:

We are looking for a Head of Aftersales Strategy and Operations to lead Aftersales Strategy for our US e-commerce business. This is a leadership role responsible for shaping the vision, strategy, and execution of key aftersales initiatives that strengthen customer trust, improve operational efficiency, and enable sustainable marketplace growth.

• Lead and develop a high-performing team of Program Managers responsible for the US aftersales strategy and operational excellence.
• Define the long-term vision, strategy, and roadmap for the US aftersales experience, driving continuous improvements across customer, seller, and operational outcomes.
• Identify strategic opportunities, operational gaps, and emerging risks across the aftersales ecosystem, and translate them into scalable platform, policy, and process improvements.
• Partner closely with leaders across Product, Engineering, Operations, Customer Service, Risk, Logistics, and other cross-functional organizations to influence roadmaps and deliver high-impact initiatives.
• Drive data-informed decision making by establishing success metrics, conducting deep business analyses, and using customer and operational insights to shape strategic priorities.
• Champion operational excellence by improving processes, driving automation, and scaling solutions that enhance efficiency while maintaining a high-quality customer experience.
• Represent the US business in global planning and strategy discussions, ensuring regional customer and merchant needs are reflected in platform investments and policy decisions.
• Build organizational capability by coaching and developing talent, fostering cross-functional collaboration, and creating a culture of innovation, accountability, and execution.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 8+ years of experience in e-commerce, marketplace operations, customer experience, operations strategy, program management, consulting, or related fields, including 3+ years of people management experience.
• Demonstrated experience leading high-performing teams and developing talent in fast-paced, cross-functional organizations.
• Strong understanding of e-commerce operations and the customer lifecycle, with experience across one or more aftersales domains such as returns, refunds, disputes, logistics, customer support, seller operations, or trust and safety.
• Proven ability to define strategy, solve complex business problems, and deliver scalable, cross-functional solutions in ambiguous environments.
• Exceptional analytical, communication, and stakeholder management skills, with experience influencing leadership and driving alignment across diverse organizations.

Preferred Qualifications:

• Experience leading large-scale, cross-functional transformation initiatives in a global e-commerce or marketplace environment.
• Demonstrated success partnering with Product and Engineering organizations to influence platform strategy and product roadmap.
• Strong business acumen with the ability to balance customer experience, seller experience, operational efficiency, and business performance.
• Experience operating in high-growth, matrixed organizations with global stakeholders.

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that…