Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop

Responsibilities

About the team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

Moderation Team is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. The moderation team is looking for an Appeal Program Manager with a background to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for Appeal Service.

- Oversee all facets of EMEA regional business operations, encompassing end-to-end monitoring of appeal performance across the region, proactive stakeholder management, preparation and presentation of business review reports, and timely handling of ad-hoc requests from stakeholders.
- Monitor and drive EMEA appeal KPIs, ensuring strict adherence to appeal handling accuracy standards and SLA targets.
- Continuously deliver actionable business insights to the governance team, supporting the refinement and optimization of their governance strategies.
- Manage appeal-specific projects throughout their lifecycle, ensuring on-time delivery of results in line with objectives.
- Respond promptly to ad-hoc requests and inquiries from cross-functional teams, with a focus on precision and efficiency in resolution.

Qualifications

Minimum Qualifications:
- Strong analytical and business acumen: Demonstrated experience in identifying actionable opportunities by interpreting and analyzing diverse metrics and measurements. The candidate should have BA related working experience.
- Solid technical proficiency: Ability to collaborate effectively with Software Development Engineers (SDEs) and Product Managers, contributing to the design and implementation of technical solutions for appeal-related challenges. The candidate should have at least 3 years of technical project manager experience in a tech company.
- Senior-level stakeholder management: Proven capability to lead and drive cross-functional stakeholders toward large-scale improvements, program execution, and collaborative initiatives.
- High adaptability and responsiveness: Flexibility to work across time zones and promptly address ad-hoc requests with efficiency.
- Chinese proficiency is a must, in order to closely partner with cross-border merchants and internal stakeholders from China.

Preferred Qualifications:
- Experience in the eCommerce industry is a plus.
- Experience in Quality Assurance under customer service environment is a plus.
- Detail oriented, experience with KPIs and quality
- Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).