Customer Experience & Aftersales Operations Manager

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

You will 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, and build a stable and efficient end-to-end service support system.

Requirements

• Bachelor’s degree or above
• 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
• Strong systematic thinking
• Familiarity with after-sales fulfillment processes and management methodologies
• Strong data analysis and problem-solving skills
• Excellent communication, coordination, project management, and resource integration skills