Shop - Customer and Fulfillment Program Manager

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 Tik Tok Shop users.

We are seeking a Customer Cancellation Experience Program Manager to own and improve the customer cancellation journey across Tik Tok Shop. This role will focus on execution, operational excellence, and cross‑functional coordination to reduce friction, improve clarity, and strengthen customer trust at scale.

• 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.
• Support the development and rollout of policies, tooling, and workflows that improve cancellation success rates and reduce customer effort.
• Analyze Contacts Per Order (CPO), Voice of Customer (VOC), and operational data to surface pain points and prioritize fixes.
• Drive root‑cause analysis for cancellation‑related escalations and contribute to scalable process and product solutions.
• Track and report on key experience metrics and recommend optimization actions to stakeholders.

• BA / BS degree or equivalent practical experience.
• 2+ years of business experience in the service and experience field.
• Experience managing data analytics and related business metrics.

• Strong customer obsession with designing or improving post‑purchase flows.
• Experience in e-commerce, marketplace platforms, or logistics environments.
• Ability to influence cross‑functional partners.