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. The Moderation Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Moderation team is looking for a Moderation Solution Program Manager role to analyze moderation quality performance, evaluate the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans. This position should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects.
Responsibilities
Collect and evaluate requirements from the Governance team.
Develop a comprehensive moderation solution that defines the optimal mix of Algo, LLM model and human moderation strategy.
Achieve stakeholders alignment on the cost, efficiency, and quality targets of the selected moderation strategy, ensuring sign-off from all parties.
Prepare and raise requests to the internal Quality Assurance and SOP teams with clear targets, expectations, and performance metrics.
Optimize moderation strategies through ongoing refinement cycles, adjusting workflows based on changing requirements and performance data.
Partner with workforce management teams to source cost-efficient vendor sites and ensure operational efficiency.
Qualifications
Minimum Qualifications
Bachelor's Degree in business administration, operations, or project management.
5+ years of hands-on and in-depth experience in e-commerce or online safety and quality analysis.
Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
Effective communication skills to handle communications to teams, management and cross functional stakeholders at all levels, and a proven track record of getting things done/shipping projects.
Experience working in a dynamic, fast-moving environment where self-motivated, autonomy and self-decision making is needed (to an extent) and juggle between multi projects/tasks.
Preferred Qualifications
Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
Able to digest large data sets/policies in a cohesive and actionable manner.
Experience in Program Management or Project Management roles.
Experience working in multi-time zones, multi-culture is preferred.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.