Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience and we are looking for a Moderation Solutions Program Manager to lead cross functional process and automation changes to improve quality and efficiency of regional Moderation teams.
Roles & Responsibilities
-Support Quality Control and Moderation team in launching quality improvement and moderation efficiency solutions.
-Design and implement continuous improvement initiatives to increase moderation efficiency and quality.
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-Gather business requirements for E-commerce moderation tools, products and workflows.
-Work closely with cross-functional partners (Moderation, Quality Control, Product, Engineering, Data Science) to identify, assess and resolve E-commerce moderation issues in our products, policy and processes globally.
-Manage the internal launch roadmap: effectively prioritize business requirements from internal teams and own orchestration of human and automated moderation mechanisms to ensure effective launch readiness.
-Design processes to address emerging E-commerce moderation risks and cost controls.
Qualifications
Minimum Qualifications:
- Bachelor's degree or above; product management background is a plus.
- Excellent coordination skills, communication skills and experience working across multiple cross-function teams to build plans or projects.
- Highly data-sensitive, capable of in-depth interpretation through data analysis.
- Proficiency in English and Portuguese is required for this role.
- Minimum 3 years' working experience in project/program management or online moderation/customer service.
Preferred Qualifications:
- Experience with project management and complex coordination, preferably from e-commerce governance and social media background.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.