TikTok Shop - Arbitration Program Manager

About the Team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.

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 Arbitration Program Manager, which will be responsible on analyzing dispute problems, supporting the design of policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities

• Analyze data and review user and merchant feedback to help identify common issues in platform disputes and support the team in improving processes.
• Assist in documenting and improving after-sales dispute guidelines and service workflows across different scenarios and categories.
• Support efforts to improve the overall platform experience by helping review policies, tracking feedback, and coordinating with cross-functional teams such as Product and Operations.
• Monitor key business metrics, flag potential issues or unusual trends, and assist in tracking follow-up actions and improvements.

Minimum Qualifications

• 1+ years in operations, program, or project management, with hands-on experience in SOP development.
• Ability to analyze data and identify trends or insights to help support team decisions and process improvements.
• Familiarity with basic data analysis tools (e.g., Excel or dashboards) and ability to interpret data to support business needs.
• Strong problem-solving and analytical thinking, with the ability to collaborate effectively with cross-functional teams.
• Proactive attitude with a willingness to learn, take ownership of tasks, and maintain awareness of potential operational risks.
• In this role, you will be collaborating extensively with partner teams such as our algo and product teams based in China. This collaboration is necessary to support the strategy alignment and drive improvement to the arbitration processes. Fluency in Mandarin and English are required for this role.

Preferred Qualifications

• Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
• Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.