Customer Experience & Aftersales Operations Manager

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust. We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on. You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem. Responsibilities - Develop and implement after-sales fulfillment service strategies for the APAC region. Based on business growth goals, seller operating journeys, user experience expectations, and industry trends, build a platform-wide service framework covering order fulfillment, logistics delivery, after-sales service, dispute resolution, seller appeals, and service protection. Define service standards, process guidelines, ownership boundaries, and performance metrics. - Own after-sales fulfillment service quality management for markets such as Japan. Establish a fulfillment and after-sales quality evaluation framework, regularly analyze core metrics including order fulfillment performance, after-sales handling, service timeliness, dispute rate, and satisfaction, identify pain points, breakpoints, and bottlenecks across the fulfillment journey, and drive cross-functional optimization. Build a closed-loop management mechanism of monitoring, analysis, improvement, and review. - Lead cross-functional collaboration across Product, Operations, Logistics, Customer Service, Risk Control, and Seller Governance teams. Drive the integration of after-sales fulfillment requirements into product design and business process optimization, resolve cross-functional issues related to order delivery, after-sales handling, dispute negotiation, and liability determination, and build a stable and efficient end-to-end service support system. - Continuously track best practices across e-commerce, retail, and services in fulfillment protection, after-sales service, seller governance, and user experience management. Introduce benchmark methodologies, organize internal pilots and mechanism optimization, and drive continuous upgrades to the after-sales fulfillment service model.

Qualifications

Minimum Qualification(s) - Bachelor's degree or above, with experience in after-sales strategy development, fulfillment management, service operations, seller operations, or platform governance. - Experience in e-commerce, retail, consumer goods, local services, logistics fulfillment, or platform-based businesses. Familiarity with core workflows such as order fulfillment, logistics delivery, after-sales service, dispute resolution, seller appeals, and service protection. - Strong systematic thinking, with the ability to design practical and effective after-sales fulfillment strategies by balancing business goals, user experience, seller needs, cost efficiency, and risk from an end-to-end perspective. - Familiarity with after-sales fulfillment processes and management methodologies, with the ability to establish standardized mechanisms, process guidelines, and operational metrics around key areas such as fulfillment timeliness, after-sales response, dispute handling, liability determination, and seller service quality, and drive execution effectively. - Strong data analysis and problem-solving skills, with the ability to identify business issues through fulfillment data, after-sales data, seller feedback, user complaints, and service quality metrics, diagnose root causes, and continuously optimize strategies, processes, and operational mechanisms. - Excellent communication, coordination, project management, and resource integration skills, with the ability to drive complex cross-functional projects. Strong sensitivity to trends in service experience, fulfillment efficiency, and after-sales governance, with proven capabilities in problem structuring, solution design, and execution. Preferred Qualification(s) - Experience in after-sales fulfillment in overseas markets is preferred.

Job Information