{"id":1309862,"url":"https://alion.io/job/tiktok-tiktok-shop-after-sales-experience-program-manager","title":"TikTok Shop - After Sales Experience Program Manager","company":{"id":47,"name":"TikTok","domain":"tiktok.com","url":"https://alion.io/company/tiktok","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Feishu","truth_index":{"grade":"B","score":83,"open_postings":3451,"ghost_share":0.196,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":99,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":140000,"period":"year","method":"role_country_seniority_unknown","sample_n":294},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-02T11:31:27Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-10-29T03:50:55Z","board_verified":true,"closed_at":null,"days_open":118,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":117},"description":"岗位职责 / Responsibilities\nAbout the Team:\nE-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an After Sales Experience Program Manager role to manage and own the After Sales Experience in all eCommerce activities.\n- Drive discovery and analysis of after-sales experience and service issues; develop optimization strategies and improvement goals to enhance the overall after-sales experience.\n- Voice of Customer: Collect and analyze user signals through surveys, CPO data, and other channels; identify top user pain points and develop actionable improvement plans.\n- Experience Analysis: Track end-to-end after-sales metrics (e.g., NPS, CSAT, resolution time); identify experience pain points for both buyers and sellers, develop improvement plans, drive execution, and continuously enhance after-sales satisfaction.\n- Product Collaboration: Partner with product, engineering, and customer service teams to drive after-sales product iterations (e.g., UI optimization, policy improvements, help center updates); translate user experience needs into concrete product enhancements.\n- Benchmarking: Research industry best practices and competitor after-sales experience management; adapt and implement leading models to suit platform realities and build differentiated after-sales advantages.\n- Policy Development: Continuously refine after-sales policies and guidelines based on user feedback, industry norms, and existing business issues; develop policies tailored to the SEA market.\n任职要求 / Requirements\nMinimum Qualification(s)\n- Bachelor's degree or above in e-commerce, Marketing, CRM, Business Administration, or related fields.\n- Ability to identify root causes of after-sales and service issues through data analysis.\n- Strong logical thinking with the ability to develop and execute practical improvement plans.\n- Customer-first approach with keen ability to identify after-sales and service experience pain points.\n- Capability to translate user needs into concrete, actionable solutions.\nPreferred Qualification(s)\n- Background with international e-commerce platforms.\n- Familiarity with e-commerce after-sales policies and processes.","description_format":"text","description_chars":2473,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Social Commerce","Commerce","Advertising","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-09-26T15:19:45Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.665,"p_room":0.44,"age_days":117,"expected_fill_days":99,"reasons":["conf:4","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/tiktok-tiktok-shop-after-sales-experience-program-manager","json_url":"https://alion.io/job/tiktok-tiktok-shop-after-sales-experience-program-manager.json","meta":{"generated_at":"2026-10-29T04:29:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6980,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":47},"rest":"https://alion.io/mcp/rest/get_company?id=47"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftiktok-tiktok-shop-after-sales-experience-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftiktok-tiktok-shop-after-sales-experience-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftiktok-tiktok-shop-after-sales-experience-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tiktok-tiktok-shop-after-sales-experience-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftiktok-tiktok-shop-after-sales-experience-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1309862}},{"tool":"search_jobs","arguments":{"company":"tiktok.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1309862},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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