TikTok Shop - Knowledge Strategy Program Manager - Japan

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. The Moderation Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

The Japan Service Experience SME and Project Manager is responsible for managing, doing deep root-cause analyses, and resolving high priority policy escalations across the business. You are responsible for resolution success rates. They also build processes and initiate projects to optimise escalation and case management, and also serve as a bridge for feedback on policy implementation and process effectiveness. You are a self-starter, exhibit grace under pressure, and are resourceful in driving cross-functional resolution across a wide range of topics.

Responsibilities
- Develop and implement Moderation Standard Operating Procedures (SOP) programs with focus on the SEA & JP markets.
- Lead in regional moderation SOP design by topics such as Creator and Content, Product Listings, Sellers, Intellectual Property Rights (IPR) and deliver timely and clear updates to internal teams to enable front line operations and to deliver high quality moderation results.
- Design and align how knowledge is captured and organized to drive the best business outcomes, establish governance and ownership frameworks.
- Manage or create policy development workflows, related guidelines, updates and be the single point of contact and liaison to the overall governance and policy team and other cross functional stakeholders.
- Conduct analysis and draft existing and new moderation guidelines for sellers, products and contents with a focus on safety issues such as fraud, counterfeit products and regulated products.
- Gather insights and identify key business requirements for cross-functional teams and business partners.
- Analyze, evaluate, and overcome program risks, and produce program reports for stakeholders.
- Work with other program managers to identify risks and opportunities across multiple projects within the department.
- Work closely with quality and training teams to identify struggling areas that should be addressed through learning solutions.

Qualifications

Minimum Qualifications
- Bachelor's Degree in business administration, project management or policy related fields is a plus.
- Fluency in English and Japanese, both written and spoken, is required for this role.
- Minimum 2 years' working experience in project/program management.
- Track record in crafting and operationalising moderation guidelines in the tech industry.
- Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.

Preferred Qualifications