Refunds Manager Jobs (NOW HIRING)

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 TikTok Shop users. We are looking for a Program Manager to lead Returns & Refunds Strategy for our US e-commerce platform. This role sits at the intersection of business operations, customer experience, policy design, and platform strategy, responsible for identifying operational gaps, shaping scalable returns and refund solutions, and driving initiatives that improve both customer trust and merchant efficiency. This role is ideal for someone who thrives in ambiguity, can balance strategic thinking with operational execution, and is energized by solving complex after-sales problems at scale. We are looking for individuals who are analytical, highly structured, and comfortable collaborating cross-functionally with Product, Engineering, Customer Service, Risk, and Merchant teams to influence platform direction and operational outcomes. Responsibilities: - Own the Returns & Refunds operational strategy for the US market, including policy design, customer experience optimization, and merchant enablement. - Serve as the primary POC between Operations, Product, and Engineering on returns and refund-related initiatives. - Identify gaps in current after-sales workflows, policies, and tooling; drive prioritization of scalable solutions and automation opportunities. - Lead operational deep dives into refund abuse, return experience friction, seller escalations, and cost optimization opportunities. - Translate US market insights and operational pain points into clear recommendations for global platform and product teams.
Qualifications
Minimum Qualifications: - BA/BS degree. - 5 years+ of experience in e-commerce operations, after-sales operations, returns & refunds management, customer experience, or related operational strategy roles. - Strong understanding of e-commerce after-sales ecosystems, including returns, refunds, disputes, exchanges, reshipments, and seller/customer operations. - Proven ability to independently identify operational problems, structure ambiguous problem spaces, and drive scalable solutions. - Strong analytical and structured thinking skills; comfortable using both qualitative insights and quantitative data to influence decisions. - Experience working cross-functionally with Product, Engineering, Customer Service, or Risk teams. Preferred Qualifications: - Demonstrated ability to partner with and influence leadership across product, operations, and policy. - Product or technical aptitude is a strong plus, ability to understand operational tooling limitations and influence system improvements.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $103360 - $209380 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 secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok'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.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at