TikTok Shop - Moderation Solutions Program Manager
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. Moderation team is looking for a Moderation Solution Program Manager role to analyze moderation quality performance, evaluate the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans. This position should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects.
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Responsibilities
- Collect and evaluate requirements from the Governance team.
- Develop a comprehensive moderation solution that defines the optimal mix of Algo, LLM model and human moderation strategy.
- Achieve stakeholders alignment on the cost, efficiency, and quality targets of the selected moderation strategy, ensuring sign-off from all parties.
- Prepare and raise requests to the internal Quality Assurance and SOP teams with clear targets, expectations, and performance metrics.
- Optimize moderation strategies through ongoing refinement cycles, adjusting workflows based on changing requirements and performance data.
- Partner with workforce management teams to source cost-efficient vendor sites and ensure operational efficiency.
Qualifications
Minimum Qualifications
- Bachelor's Degree in business administration, operations, or project management.
- 5+ years of hands-on and in-depth experience in e-commerce or online safety and quality analysis.
- Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
- Effective communication skills to handle communications to teams, management and cross functional stakeholders at all levels, and a proven track record of getting things done/shipping projects.
- Experience working in a dynamic, fast-moving environment where self-motivated, autonomy and self-decision making is needed (to an extent) and juggle between multi projects/tasks.
Preferred Qualifications
- Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
- Able to digest large data sets/policies in a cohesive and actionable manner.
- Experience in Program Management or Project Management roles.
- Experience working in multi-time zones, multi-culture is preferred.
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
Hear directly from employees about what it is like to work at TikTok.