TikTok Shop - Moderation Operations 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.

Roles & Responsibilities:
-Manage vendors' performance, proactively detect potential risks and take solid actions to ensure and maintain good performance.
-Responsible for the workflow of sites' moderation operation in Ecommerce including merchant, product, content and live streaming moderation.
-Define the scope of work they want the service provider to handle. This includes providing specific instructions, timelines, and performance metrics. Deep dive into sites' performance analysis, contribute insights, set up realistic and stretching goals and KPI metrics, keep tracking and driving efficient actions.
-Seek improvement opportunities as process experts to help to improve vendors' operation management efficiency.
-Collaborate with policy teams, product & system teams, to help launch new workflows. And partner with cross-functional teams (e.g., Product and Process), to build logical operational processes and tooling investments.
Responsible for managing teams, developing and implementing operational processes, and managing external partners.
-Establish communication protocols with the service provider to ensure effective communication throughout the engagement, which includes regular meetings, status updates, and feedback sessions.
-This role will work collaboratively with different stakeholders, and needs to maintain a high level of attention to detail.

Qualifications

Minimum Qualification (s):
-Bachelor degree or above.
-5+ years experience in Vendor Management / Operations Management.
-Experience in large scale operations working across or coordinating with multiple domains and business units.
-Advanced knowledge of Excel/Google Sheets.
-Proven track record of identifying issues through creative problem-solving, collaborating with business leaders to drive resolutions, and proposing innovative improvements to daily operations.