Responsibilities
Team Intro:
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.
We are seeking an experienced and driven Governance Program Manager to join our team. This role will focus on program management for initiatives related to Content Policy and Intellectual Property Rights (IPR) policies, with potential expansion into other Governance areas. The ideal candidate will possess strong analytical skills, a strategic mindset, and the ability to collaborate effectively across teams to drive operational excellence.
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In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
Performance Monitoring & Problem Solving:
- Oversee Governance performance dashboards and key metrics to monitor the creator, seller, and user lifecycle.
- Diagnose issues and implement solutions to improve operational efficiency and policy effectiveness.
Process Optimization:
- Lead and continuously refine processes for identifying, analyzing, responding to, and resolving issues related to E-Commerce Governance policies and policy operations.
- Develop scalable workflows to ensure consistent and effective policy enforcement.
Cross-Functional Collaboration:
- Partner with Strategy, Policy Managers, and Operational Analysts to conduct root cause analyses on problematic trends and escalations.
- Document findings and provide actionable recommendations to improve policies, strategies, and operations.
Escalation Management:
- Investigate sensitive and critical escalations, ensuring compliance with TikTok Shop policies and strategies.
- Balance enforcement decisions with business impact, market conditions, and user experience considerations.
Risk Mitigation & Strategic Planning:
- Analyze user behaviors and trends to identify risks related to violative or high-risk content and products.
- Develop and execute long-term risk mitigation strategies in collaboration with stakeholders.
Data-Driven Insights:
- Gather and analyze data to identify trends and patterns, providing insights to inform policy, process, and product improvements.
- Present findings and recommendations to leadership and cross-functional teams to drive impactful changes.
Qualifications
Minimum Qualifications:
- BA/BS degree
- 3+ years experience in independently managing projects and coordinating with cross-functional partners in Trust & Safety, Risk Management, Escalation Management, Compliance or E-commerce Governance.
- Strong analytical and problem-solving skills, with the ability to synthesize complex data into actionable insights.
- Excellent communication and stakeholder management skills, with a track record of driving cross-functional collaboration.
- Ability to manage sensitive escalations with sound judgment.
- Demonstrated ability to successfully navigate ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment
Preferred Qualifications:
- Experience in and/or demonstrated knowledge of Content or Product Policy Implementation in E-Commerce, Trust and Safety or Social Media is highly preferred
- Excellent interpersonal skills, with the ability to communicate complex issues and recommendations clearly
- Proficiency with SQL or Excel is a plus.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $91200 - $160444 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.