TikTok Local Services - Governance Strategy Lead, GNE

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
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.

About the team
In this regard, the Governance and Experience (GNE) 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.
As a Governance Strategy Lead within the GNE, you will be a key pillar of the team. You will help build and lead teams to develop and implement impactful strategic programs to minimise overall Local Services ecosystem risks, as well as to improve the overall experience for our customers and partners.

Responsibilities
- Build, lead & develop a small team of risks and performance management experts to drive and create impactful and data-driven policies and strategies.
- Devise data-driven governance strategies to ensure trust and health of the ecosystem of TikTok Local Services, for example, spanning Merchants, Listings, Content, POIs, and Reviews.
- Analyse issues based on data and user feedback; formulate specific governance strategies, collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; and implement measures to enhance ecosystem health.
- Establish policies to govern regulatory, compliance, cultural, and promotional issues of offerings/ listings/ services within TikTok domestic Services; regulate risks and quality of the ecosystem.
- Ensure mechanisms, systems, procesess, feedback loops and tools to implement developed governance strategies and policies; work with relevant cross-functional teams to launch and operate these effectively.
- Establish a governance strategy system across the entire lifecycle of key players (e.g., Merchant, Listings, POIs, Creators, Customers) within the TikTok Local Services ecosystem. Enhance governance efficiency through measures such as onboarding, offboarding, KYC, qualifications, benefits control, funds control, account health, etc., aiming to build a fair and orderly ecosystem.
- Manage risks by balancing alongside enabling growth for legitimate Merchants and Content Creators. Work with relevant stakeholders to understand the painpoints and growth challenges of Local Services' stakeholders and the industries within which they operate. Formulate and implement strategies to ensure a good business experience while governing risks.
- Monitor the health of the 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, seller risks, seller operations, or related governance & experience programmes, e.g., regulating Merchant risks, or other O2O programmes.
- 3 years managerial experience within related fields.
- 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.
- Excellent communication skills, including a demonstrated ability to develop and communicate complex strategies in writing.

Preferred Qualifications
- Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous.
- Experience working in SEA markets is a plus, given the need to develop or review policies, content, or compliance documents in certain relevant languages.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.