TikTok Shop - Category User Rights Program Manager

About the Role

This position is for an operations professional who will take ownership of user-rights and protection policies for specific categories on a US e-commerce platform. As the platform expands into more varied product groups, a single post-purchase policy is no longer enough. The role focuses on creating tailored protection structures for sensitive categories such as auctions, collectibles, luxury items, and oversized furniture. It is a strong opportunity for someone with early-career experience to build expertise in a fast-growing function.

Key Ownership

• Lead the creation and day-to-day execution of category-specific user-rights and protection policies.
• Act as the main contact for after-sales matters tied to vertical categories, partnering closely with Business Ops and category teams.
• Set the rules for who qualifies, what is covered, and how claims are processed for protections such as Auction Protection and Authenticity Guarantee.
• Review category-level user experience indicators and refine policy decisions using data along with merchant and customer input.
• Work across Product, Customer Support, Risk, and Business Ops teams to turn protection policies into working processes.

What You Will Do

• Study after-sales needs and common pain points across key verticals, including auctions, collectibles, fashion, and large-item categories.
• Compare competitor protection programs to find gaps and opportunities in the current policy structure.
• Build and document category-specific user-rights policies that define claim eligibility, proof requirements, resolution steps, and payment logic.
• Partner with Business Ops and vertical teams to gather merchant and seller feedback and convert those insights into policy updates.
• Help launch and communicate new category protection policies to merchants and users.
• Track major category metrics such as dispute rate, CSAT, and claim volume, then share practical insights for improvement.
• Support recurring business reviews with clear updates on category-rights performance and next steps.

Qualifications

• At least 1 year of experience in e-commerce operations, category management, customer experience, or a closely related area.
• Interest in, or working knowledge of, category-specific commerce dynamics, buyer protection, or after-sales policy.
• Strong eye for detail and organized thinking, with the ability to create clear and consistent policy frameworks.
• Comfort using data to spot trends and guide decisions.
• Collaborative and proactive approach when working with cross-functional teams such as category, customer support, and product.

About TikTok

TikTok is a leading short-form mobile video platform whose mission is to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, with additional offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creativity sits at the center of TikTok’s mission. The company builds innovative products that help people express themselves authentically, discover content, and connect with others. Its global and diverse teams make that possible, and the organization aims to create value for communities while inspiring creativity and joy every day.

TikTok values people who want to do meaningful work in a fast-growing tech environment. The company encourages curiosity, humility, impact, and continuous learning. Challenges are seen as chances to innovate together, and the culture emphasizes resilience and an "Always Day 1" mindset.

Diversity & Inclusion

TikTok is committed to building an inclusive workplace where employees are respected for their skills, experience, and perspectives. Because its platform reaches people around the world, the company also aims to reflect that diversity internally and create a workplace that welcomes many voices and communities.