Job Description
Responsibilities
About the Role
We are looking for a motivated Operations professional to own category-specific user rights and protection policies on our US e-commerce platform. As the business grows and diversifies, a one-size-fits-all after-sales approach is no longer sufficient, this role is responsible for building tailored protection frameworks for high-sensitivity categories such as auctions, collectibles, luxury goods, and large-item furniture. This is an excellent opportunity for someone early in their career to develop deep domain expertise and grow with a function that is expanding rapidly.
Key Ownership
- Own the design and operational execution of category-specific user rights and protection policies
- Serve as the primary POC for vertical category after-sales matters, working closely with Business Ops and category teams
- Define eligibility criteria, coverage scope, and claim workflows for category-specific protections (e.g., Auction Protection, Authenticity Guarantee)
- Monitor category-level user experience metrics and drive policy improvements based on data and merchant/user feedback
- Collaborate cross-functionally with Product, CS, Risk, and Business Ops to bring category protection policies to life
What You'll Do
- Research category-specific after-sales needs and pain points across key verticals including auction, collectibles, fashion, and large-item categories
- Benchmark competitor protection offerings to identify gaps and opportunities in our current category policy framework
- Design and document category-specific user rights policies, covering claim eligibility, evidence requirements, resolution workflows, and payout logic
- Work with Business Ops and vertical teams to collect merchant and seller feedback, and translate insights into policy recommendations
- Support the rollout and communication of new category protection policies to merchants and users
- Track key category-level metrics including dispute rate, CSAT, and protection claim volume, and surface actionable insights
- Contribute to regular business reviews with structured updates on category rights performance and next steps
Qualifications
Minimum Qualification(s)
- At least 1 year of experience in e-commerce operations, category management, customer experience, or a related field
- Interest in or familiarity with vertical category dynamics, buyer protection, or after-sales policy
- Strong attention to detail and structured thinking — able to design clear, consistent policy frameworks
- Comfortable working with data to identify trends and support decision-making
Preferred Qualification(s)
- Collaborative and proactive — able to work effectively with cross-functional partners including category teams, CS, and product
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
