TikTok Shop - EMEA Appeal Program Manager (12-Month Maternity Cover, Fixed-Term Contract)
Responsibilities
About the Team
As part of the GNE organization, our EMEA Appeal Experience team focuses on supporting our Seller and Creators to appeal on any enforcements to them. We are seeking a dynamic leader to oversee the EMEA Appeal business, ensuring exceptional performance in appeal processing, cross-functional collaboration, and team development.
Role and Responsibilities
- Oversee all facets of EMEA regional business operations, encompassing end-to-end monitoring of appeal performance across the region, proactive stakeholder management, preparation and presentation of business review reports, and timely handling of ad-hoc requests from stakeholders.
- Monitor and drive EMEA appeal KPIs, ensuring strict adherence to appeal handling accuracy standards and SLA targets.
- Continuously deliver actionable business insights to the governance team, supporting the refinement and optimization of their governance strategies.
- Manage appeal-specific projects throughout their lifecycle, ensuring on-time delivery of results in line with objectives.
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- Respond promptly to ad-hoc requests and inquiries from cross-functional teams, with a focus on precision and efficiency in resolution.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience;
- 1+ of experience in operations, program, or project management, involving SOP development;
- Proven analytical skills with proficiency in Excel and the ability to structure and analyze dashboards;
- Strong written and verbal communication skills, with the ability to effectively coordinate processes and projects involving internal and external stakeholders;
- Experience in project management, including coordination across different teams and geographies;
- Ability to work in a fast-paced, diverse environment, with experience managing multiple tasks simultaneously;
- Fluent in both English and Chinese in order to work on global selling projects and appeals from China merchants.
Preferred Qualifications
- Experience working with remote or virtual teams;
- Background in the commerce industry;
- Strong problem-solving skills and the ability to navigate complex, cross-functional projects.
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
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