TikTok Local Services - Governance Lead
Responsibilities
About the team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.
Key Responsibilities:
- Lead & develop a small team of governance & experience experts, to drive and create impactful and data-driven governance policies and strategies for US-based Local Services Dining Business.
Want more jobs like this?
Get jobs in Singapore delivered to your inbox every week.
- Reduce risks across governance areas such as merchant, listings, creators, content, and fulfillment; mitigate platform losses and incentive abuses.
- Establish policies and processes to collect and manage user feedback; and devise fulfillment and service experience strategies; across Customers, Creators and Sellers.
- Formulate and implement strategies to ensure a good business experience for Merchants and Creators, while mitigating risks.
- Collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; to implement measures enhancing ecosystem health.
- Monitor the health of the US Dining ecosystem through data-driven and investigative methods; respond to emergencies, conduct ad-hoc investigations, and take action as needed.
Qualifications
Minimum Qualifications:
- 5+ years of demonstrated hands-on and in-depth experience in driving data-driven governance and experience programmes within O2O, Local Services, E-commerce, strategy consulting, operations management, content risks, seller risks, seller operations, or related governance & experience programmes, e.g., regulating Merchant risks, or other O2O or trust and safety programmes.
- 3+ years of experience managing a team.
- Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
- Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.
- Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.
- Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
Preferred Qualifications:
- Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous. Data interpretation or analysis will be advantageous for the role.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.