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Global Response Operations Manager
1 month ago
TikTok's Governance & Experience (GNE) team is a global team responsible for ensuring a safe, welcoming, and enjoyable experience for our merchants, creators, and community. Our mission is to provide world-class service and experience for customers, sellers, and creators.
Job SummaryWe are seeking a highly skilled Global Response Operations Manager to join our team. As a key member of the GNE team, you will play a critical role in building and operationalizing business-critical processes that enable TikTok Shop to keep our platform safe, secure, and in compliance with laws.
Key Responsibilities- Manage cross-domain e-commerce policy escalations from start-to-end, drive cross-functional stakeholder consensus, and conduct root-cause analyses to improve GNE's e-commerce risk prevention and risk management capabilities.
- Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data to enable efficient identification & resolution of time-critical and cross-domain problems related to TikTok's sellers, creators, and community.
- Create and improve frameworks & processes for e-commerce emergency/escalation management, collaborating with cross-functional stakeholders to implement scalable & sustainable solutions.
- Conduct regular monitoring of key performance metrics and escalations trends to produce actionable data-driven insights, delivering feedback to drive improvements to TikTok's e-commerce policies, processes, systems, and products.
- Navigate legal and regulatory frameworks relevant to identity verification for sellers & creators, moderation for product listings and e-commerce content, and other platform governance processes to ensure compliance with applicable regulations in executing external responses.
- 3+ years experience in risk investigations/operations and policy/process development, preferably in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
- Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.
- Experience solving cross-functional problems, analysing and translating data to make recommendations and drive actionable business decisions.
- Proven ability to make important and high-quality decisions independently and multi-task in rapidly-evolving high-pressure situations.
- Strong communication, training, and presentation skills.
- Flexibility with global working hours, as well as availability for public holiday and weekend shifts.
