Responsibilities
Team Intro:
Governance and Experience (GNE) is a team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We are looking for an entrepreneurial Response Operations Manager to play a critical role in managing time-sensitive escalations and e-commerce risk incidents, partnering closely with local Legal, Policy, Operations and Product teams to mitigate legal, reputational and ecosystem risks. The ideal candidate has a strong sense of ownership, and thrives in a fast-paced environment where they can have a direct impact on resolving business-critical issues for TikTok Shop.
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.
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Responsibilities:
1. Manage cross-domain e-commerce policy escalations from start-to-end, driving stakeholder consensus, as well as conducting root-cause analyses to build prevention capabilities. This includes:
-Triaging high-priority escalations, leading investigations, and executing strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
-Actively contributing to shaping strategies for mitigating similar incidents in the future.
2. Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data to enable efficient identification & resolution of time-critical and cross-domain problems related to TikTok's sellers, creators and community.
3. Create and refine program frameworks for e-commerce incident/emergency management, collaborating with cross-functional stakeholders to implement long term solutions.
4. Conduct regular monitoring of key performance metrics and escalations trends to produce actionable data-driven insights, delivering feedback to drive improvements to TikTok's e-commerce policies, processes, systems, and products, mitigating future risk to our customers and users.
5. Navigate legal and regulatory frameworks relevant to identity verification for sellers & creators, moderation for product listings and e-commerce content, and other platform governance processes to ensure compliance with applicable regulations in executing external responses.
6. Be part of an oncall rotation schedule covering the weekend for any emergency support needs.
Qualifications
Minimum Qualifications:
1. 3+ years experience in risk investigations/operations and policy/process development, preferably in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
2. Experience in and/or demonstrable knowledge of legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy is highly preferred.
3. Experience solving cross-functional problems, analysing and translating data to make recommendations and drive actionable business decisions. Data interpretation is required in this role.
4. Proven ability to make important and high-quality decisions independently and multi-task in rapidly-evolving high-pressure situations.
5. Strong communication, training and presentation skills. Mandatory business-level proficiency in English (written and spoken) for global collaboration & communications.
6. Strong work ethic and demonstrated ability to work independently, navigate successfully with ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment.
7. Experience managing projects and coordinating with different cross-functional regional partners.
Preferred Qualifications:
1. Understanding of US local & cross-border e-commerce regulations, and familiarity with product safety & online content safety issues are a plus.
2. Proficiency with SQL or Excel is a plus.
3. Business-level proficiency in Spanish and/or Mandarin is preferred to facilitate interactions with local & global stakeholders.
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.