TikTok Shop - LATAM Appeal Program Manager

Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience, and we are looking for a LATAM Appeal Program Manager. In this role, you will own the end-to-end appeals process across the region. From managing BPOs and operational performance to driving quality improvements and collaborating with cross-functional teams . This role is critical to ensuring a smooth and accurate appeals experience.
Responsibilities
- Be the POC for the LATAM appeals operation, including BPO oversight, SOP creation, training, auditing, stakeholder management, and performance reporting.
- Track and improve appeal KPIs, ensuring alignment with in-house standards.
- Manage BPO resources, schedules, and quality metrics to drive operational excellence.
- Collaborate with internal teams to resolve issues, implement improvements, and share updates.
- Provide regular performance updates in business reviews and respond to ad-hoc requests from stakeholders.
- Lead ongoing quality initiatives to improve the appeals process.

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent experience.
- 3+ years in operations, program, or project management, with hands-on experience in SOP development.
- Strong analytical skills and Excel proficiency; comfortable working with dashboards.
- Experience managing cross-functional projects across geographies.
- Fluency in English and Portuguese.

Preferred Qualifications:
-Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.