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Global Response Operations Manager

2 months ago

London, Greater London, United Kingdom TikTok Full time

About TikTok

TikTok is the leading destination for short-form mobile video. Our global headquarters are in Los Angeles and Singapore, and our offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Job Summary

We are seeking a highly skilled Global Response Operations Manager to join our team at TikTok. As a key member of our Global Network Expansion (GNE) team, you will play a critical role in building and operationalizing business-critical processes that enable TikTok Shop to maintain a safe, secure, and compliant platform.

Key Responsibilities

  • Manage Global Time-Sensitive Emergencies and Escalations
    • Partner closely with Legal, Policy, Operations, and Product teams to mitigate legal, regulatory, reputational, safety, and ecosystem risks to TikTok Shop.
    • Conduct deep analyses for each incident to identify trends, insights, and opportunities to improve TikTok Shop policies, systems, and processes.
  • Drive Cross-Functional Stakeholder Consensus
    • Manage cross-domain e-commerce policy escalations from start-to-end.
    • Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data.
  • Develop and Implement Scalable Solutions
    • Create and improve frameworks and processes for e-commerce emergency/escalation management.
    • Collaborate with cross-functional stakeholders to implement scalable and sustainable solutions.
  • Monitor and Analyze Key Performance Metrics
    • Conduct regular monitoring of key performance metrics and escalations trends.
    • Produce actionable data-driven insights to drive improvements to TikTok's e-commerce policies, processes, systems, and products.

Requirements

  • 3+ years of 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, analyzing 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.
  • Understanding of global & regional e-commerce regulations, and online content safety issues are a plus.
  • Proficiency with SQL or Excel is a plus.