Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
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At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
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About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
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About the team
This role sits within the E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user experience and work on policies, rules, products and systems to ensure quality. As a Policy & Program Manager, Emergency Management within GNE, you will play an impactful role in building and scaling policies and programs that enable TikTok E-commerce to keep our platform safe and in compliance with laws. You will also manage regional time-sensitive escalations and e-commerce risk incidents, partnering closely with cross-functional teams to mitigate these risks.
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Responsibilities
1. Develop and optimize policies and processes for identifying, analyzing, and resolving time-critical and cross-domain problems related to TikTok's sellers, creators and community.
2. Manage cross-domain policy escalations from start-to-end, driving stakeholder consensus, as well as conducting root-cause analyses to build prevention capabilities.
3. Create and refine program frameworks for strategic incident/emergency response, collaborating with cross-functional stakeholders to implement long term solutions. This includes but is not limited to legal/regulatory stakeholder engagements, regulatory compliance protocols, cross-team workflow optimization.
4. Conduct regular monitoring of the media/regulatory landscape, key performance metrics and escalations trends to produce actionable data-driven insights, delivering feedback to drive improvements to TikTok's e-commerce policies, processes, systems, and products, mitigating future risk to our customers and users.
5. Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data.
Qualifications
Minimum Qualifications
1. 5 years experience in risk investigations/operations and policy/process development, preferably in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
2. Experience in and/or demonstrable knowledge of legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy is highly preferred. Understanding of global selling e-commerce regulations, and online content safety issues are a plus.
3. Experience solving cross-functional problems, analysing and translating data to make recommendations and drive actionable business decisions. Data interpretation is required in this role.
4. Strong communication, training and presentation skills for global collaboration & communications.
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Preferred Qualifications
1. Proficiency with SQL or Excel is a plus.
2. Proven ability to make important and high-quality decisions independently and multi-task in rapidly-evolving high-pressure situations.
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About the Hiring Process
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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