Safety and Crisis Response Program Lead

2 weeks ago


London, Greater London, United Kingdom TikTok Full time

E-commerce Governance Specialist Job Description

We are seeking an experienced E-commerce Governance Specialist to join our team at TikTok. The successful candidate will be responsible for managing product safety, quality, and crisis response systems, driving tool automation, and ensuring full channel coverage.

About the Role

This is an exciting opportunity to join a dynamic team that strives to achieve full satisfaction from customers, promote a sustainable and risk-free sales environment, and provide a perfect purchase experience. As an E-commerce Governance Specialist, you will work closely with cross-functional teams to establish and supervise operational processes and tools for product quality and safety escalations.

Responsibilities

  • Develop and implement effective strategies to ensure product safety and quality.
  • Collaborate with cross-functional teams to drive process improvements related to product takedowns and recalls.
  • Manage high-risk Customer Service issues, build SOPs, and preventive mechanisms.
  • Analyze customer feedback data to identify trends and commonality.
  • Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix issues.

Requirements

The ideal candidate will have a Bachelor's degree or equivalent practical experience in service or operation excellence, preferably in an e-commerce or high-growth environment. A background in program management, product quality, or safety is essential. Professional certificates in program management, such as PMP, are also desirable.

Benefits

The estimated salary for this role is $120,000 - $180,000 per annum, depending on location and experience. Additional benefits include opportunities for professional growth, flexible working arrangements, and a dynamic work environment.



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