Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo Never. Courage Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.
ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies.
About the Team
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. We are looking for Seller Risk Management and Programmes to join our team and implement policies, serve as a bridge for feedback on policy implementation and process effectiveness, success rates, as well as lead improvement programmes.
Responsibilities
- Responsible for monitoring seller performance dashboards and key metrics to diagnose and solve problems across the seller lifecycle.
- Investigate sensitive and critical escalations, review and enforce our strategies and E-commerce policies, taking into account our rules, business impact, and local market conditions.
- Gather and analyze data and trends to recommend policy, process, and product improvements.
- Manage incoming queries about seller policies, and work with XFN teams to handle seller appeals.
- Localize policies and strategies to take into account local country nuances. Convert policies into implementable rules and SOPs that can support at-scale enforcement, e.g. by automation, moderators, customer service agents etc.
- Develop internal training materials and and provide policy training.
- Work directly with Strategy and Policy Implementation Managers to conduct root cause analyses on problematic trends/ escalations, document findings, and make suggestions for policy/ strategy improvements.
- Conduct research for seller policies, from hypothesis generation, gathering and analysing large datasets to draw out key insights, to conducting interviews/ surveys with sellers.
- As a country advocate, you will identify country, language and cultural insights and work with teams to inform policy and strategy.
- You may support other special projects as required.
- Bachelor's degree or above.
- At least 2-3 years of hands on and in-depth experience in e-commerce governance and implementation, or online operations and escalation environment, or research.
- Strong ability to analyze, manipulate, and identify insights from quantitative and qualitative data. Data interpretation is required in this role. Experience with analytical tools (eg. SQL/ Excel/ Python) is a plus.
- Demonstrated analytical-thinking and problem-solving.
- Experience managing projects and coordinating with different cross-functional regional partners.
- Strong work ethic and ability to work independently in a fast-paced environment.
- Demonstrated ability to navigate successfully within ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment.
- Oral and written communication skills in both English and Tagalog, including the ability to propose complex solutions and explanations in writing.
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.
