TikTok Shop - Appeals Program Manager

Responsibilities

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Global Moderation Services is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop.

Responsibilities
- Lead appeal programs related to enforcement actions taken in CRM tool.
- Adhere to established procedures and guidelines while providing quality and accurate appeal reasoning and decision in order to meet and exceed department standards.
- Support systems that handle incoming queries about policies and appeals, identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
- Monitor and analyze appeal trends, promptly escalate critical/ high-risk cases to the relevant team/departments.
- Providing insights and recommendations for policy/ strategy improvement in order to drive effectiveness & efficiencies.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical/relevant work experience.
- 1+ years' working experience in project/program management in a technology field.
- 1+ year's experience with customer service or content moderation appeals.
- Experience handling high profile disputes and escalations, and working cross-functionally to resolve.
- Excellent skills for communicating and relating with both team members and customers.

Preferred Qualifications
- Demonstrates analytical-thinking and high problem-solving skills.
- Familiar with e-commerce compliance requirements and internet governance management.
- Track record in crafting and operationalizing moderation guidelines in the tech industry.
- Eager to learn, proactive and continuous improvement attitude.
- Strong work ethic and ability to work independently and under pressure in a fast-paced environment.