TikTok Shop - Head of Aftersales Strategy and Operations

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.

Responsibilities: - 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.