TikTok Shop - Emergency Response Management Operations Manager

Responsibilities

The E-Commerce team seeks to further advance this mission by connecting buyers, sellers and content creators in one seamless, trusted online shopping experience. The EMEA E-commerce Governance & Experience (GNE) team seeks to inspire and preserve trust in TikTok E-Commerce, by designing and implementing end-to-end governance & experience programmes that enable a safe, trustworthy and thriving international marketplace.
The Role

As a Global Emergency Response Operations Manager within GNE, you will play an impactful role in building and operationalizing business-critical processes that enable TikTok Shop to keep our platform safe, secure and in compliance with laws. You will manage & resolve global time-sensitive emergencies & escalations, partnering closely with Legal, Policy, Operations and Product teams to mitigate legal, regulatory, reputational, safety and ecosystem risks to TikTok Shop. You will also conduct deep analyses for each incident to identify trends, insights and opportunities to improve TikTok Shop policies, systems and processes, with the aim of preventing future similar occurrences from impacting TikTok Shop.

- Manage cross-domain e-commerce policy escalations from start-to-end, drive cross-functional stakeholder consensus, and conduct root-cause analyses to improve GNE's e-commerce risk prevention and risk management capabilities. This includes:
a) Triaging high-priority escalations, leading investigations, and executing strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
b) Actively contributing to shaping strategies for preventing or mitigating similar incidents in the future.
- 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.
- Create and improve frameworks & processes for e-commerce emergency/escalation management, collaborating with cross-functional stakeholders to implement scalable & sustainable solutions.
- 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.
- 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.

Qualifications

Minimum Qualifications
- 3+ years experience in risk investigations/operations and policy/process development in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
- Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.