TikTok Shop - Moderation Strategy Operations 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.

Responsibilities
- Build cross-domain collaboration SOPs: Define upstream and downstream collaboration processes, co-develop review standards with stakeholders, and ensure that platform risks are effectively mitigated while maintaining reasonable rules and consistent execution.
- Develop training materials and case studies: Design research cases and illustrative examples, build effective training content, and train review personnel to ensure BPO teams fully understand the rules and cases, meeting efficiency and quality requirements.
- Partner closely with QA: Review issues raised by BPO, Operations, Merchant Services and other teams in a timely manner. Continuously propose improvements to existing standards and policies, optimize review PBR and SOPs, and quickly align and implement across domains.
- Evaluate requirements with expert judgment: Carefully assess various business requests, provide proactive solutions from a subject-matter expert perspective, and deeply participate in the rule-setting and decision-making processes for merchant onboarding, product listing, and related review scenarios.
- Collaborate with Algorithm, Product, and Governance teams: Reduce review workload by leveraging model filtering, product identification, and rule optimization to simplify review rules, shorten processing time, and improve operational efficiency.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or equivalent practical experience.
- 2+ years of experience in BPO operations or management related to content review or moderation workflows.
- Excellent cross-functional planning, project coordination, and communication skills.
- Proficiency in data querying/analysis tools (e.g., SQL, Python, Excel) is a strong advantage.

Preferred Qualification(s)
- Familiar with e-commerce, O2O, or other online/offline service industries.
- Ability to work well as part of a team and process all business requests in a simultaneous way.