Product Quality and Safety Manager

2 weeks ago

London, Greater London, United Kingdom TikTok Full time

About the Team

Join our mission to deliver a seamless shopping experience on TikTok Shop.

The Governance and Experience (GNE) team is a global group working to ensure customer satisfaction, promote a safe and secure sales environment, and provide the perfect purchase experience. Our Service and Moderation Team (SMT) is part of the GNE organization, dedicated to delivering trustworthy and excellent service experiences for every TikTok Shop user.

Key Responsibilities:
  • Establish and supervise operational processes and tools for product quality and safety escalations from customer contacts, product reviews, and social media.
  • Drive internal collaboration with cross-functional teams on processes about product takedowns and recalls.
  • Monitor and manage broader high-risk Customer Service issues, build SOPs, and preventive mechanisms.
  • Conduct statistical analysis to identify trends and commonality across customer feedback sources.
  • Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix issues.
  • Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
  • Champion customer experience by proactively identifying problems and performing root cause analysis/diagnosis leading to significant impact.

Minimum Qualifications:

  • Bachelor's degree or equivalent practical experience with experience in the service or operation excellence department, preferably in an e-commerce or high-growth environment.
  • Experience in program management knowledge and experience in initiating and managing large, complex programs.
  • Experience in leading cross-functional meetings and influencing leadership, building effective and productive relationships across business stakeholders.
  • Experience in either product quality, safety, field, or emergency, escalation handling.

Preferred Qualifications:

  • Experience in e-commerce or marketplace platform is a plus.
  • Professional certificates in the program management field, such as PMP, and skills in quantitative and qualitative analysis of customer insights.

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