Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo Never. Courage Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Partner Operations Program Manager.
Roles&Responsibilities
- Develop, manage and implement partner operations management programs with focus on improving workflows, processes and performance metrics.
- Coordinate planning and execution for multiple small to large-scale projects in support of E-commerce moderation.
- Focus on continual process improvement by scoping tool improvements, utilizing data analytics to improve key performance metrics, and partnering with cross functional teams to optimise outcomes.
- Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders.
- Share performance reports and raw data on a weekly basis with business partners for performance management purposes.
- Review and support escalations from internal teams and provide comprehensive feedback to the business partners.
- Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
- Partner closely with the internal stakeholders to ensure efficient moderation workflows and day-to-day policy enforcement efforts.
- Work with other program managers to identify risks and opportunities across multiple projects within the department.
- Work closely with SOP, quality and training teams to identify struggling areas that should be addressed by business partners and to optimize new and existing processes impacting buyers/sellers/creators.
Qualifications
Minimum Qualification
- Bachelor's Degree or equivalent education/experience.
- 4+ years working experience in project/program management, online customer service, with at least 2 years experience in a vendor operation role.
- Excellent coordination and communication skills across multiple cross-functional teams.
- Ability to use data to generate insights and solve complex problems.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
Preferred Qualifications
- Advanced degree in a relevant field.
- Track record of launching and delivering partner operations management improvements across multilingual markets.
- Strong leadership, organizational, and stakeholder management skills.
- Self-motivated and able to thrive in an ambiguous working environment.
- Able to travel to partner sites frequently.
- Experience in E-Commerce or marketplace platforms is a plus.
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.
