Global Response Operations Manager

2 months ago

London, Greater London, United Kingdom TikTok Full time
About the Team

TikTok's Governance & Experience (GNE) team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our merchants, creators, and community.

Job Summary

We are seeking a highly skilled Global Response Operations Manager to join our team. As a key member of our 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
  1. Manage Cross-Domain E-commerce Policy Escalations
  • Triage high-priority escalations, lead investigations, and execute strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
  • Contribute to shaping strategies for preventing or mitigating similar incidents in the future.
Develop Subject Matter Expertise
  • Develop expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data to enable efficient identification and resolution of time-critical and cross-domain problems related to TikTok's sellers, creators, and community.
Create and Improve Frameworks and Processes
  • Create and improve frameworks and processes for e-commerce emergency/escalation management, collaborating with cross-functional stakeholders to implement scalable and sustainable solutions.
Conduct Regular Monitoring and Analysis
  • 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
  • Navigate legal and regulatory frameworks relevant to identity verification for sellers and creators, moderation for product listings and e-commerce content, and other platform governance processes to ensure compliance with applicable regulations.
Requirements
  1. 3+ Years of Experience
  • 3+ years of experience in risk investigations/operations and policy/process development, preferably in an online operations, trust and safety, consulting, business analytics, or intelligence research environment.
E-commerce Legal/Regulatory/Safety Risk Management
  • Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.
Cross-Functional Problem-Solving
  • Experience solving cross-functional problems, analyzing and translating data to make recommendations and drive actionable business decisions.
Decision-Making and Communication
  • Proven ability to make important and high-quality decisions independently and multi-task in rapidly-evolving high-pressure situations.
Flexibility and Availability
  • Flexibility with global working hours, as well as availability for public holiday and weekend shifts.
Preferred Requirements
  1. Global & Regional E-commerce Regulations
  • Understanding of global and regional e-commerce regulations, and online content safety issues.
SQL or Excel Proficiency
  • Proficiency with SQL or Excel.

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