Governance Risk Program Manager - USDS

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.

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.