TikTok Shop - Customer and Fulfillment Experience Program Manager

Location: Singapore

Responsibilities:

Own the roadmap and execution for customer-facing cancellation experiences across order, fulfillment, and post-purchase flows. Partner with Product, Logistics, Service Delivery, and Ops teams to identify gaps and drive continuous improvements in cancellation workflows. Design and maintain dashboards to monitor cancellation performance, operational health, and customer outcomes.

Qualifications:

• BA/BS degree or equivalent practical experience.
• 2-3 years of business experience in the service and experience field.
• Experience managing data analytics and related business metrics.
• Strong customer obsession with experience designing or improving post-purchase flows.
• Experience in e-commerce, marketplace platforms, or logistics environments.
• Excellent written and verbal communication skills.