TikTok Shop - Process and Product (PnP) Program Manager

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.
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
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. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.
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Responsibilities
- Product Operations:
- Work closely with cross-functional partners ( policy, product management, data analytics, Algo, engineering) to identify, assess and resolve auto/human moderation related issues in our products, systems and processes;
- Manage queues and moderation platform configurations.
- Moderation platform configuration.
- Project management:
- Lead strategic projects, develop plans, facilitate meetings, and manage project teams and resources.
- Serve as a liaison between Leadership and cross-functional teams, fostering collaboration
- Proactively identify improvement opportunities to enhance project outcomes.
- Continuous Improvement Culture:
- Promote a culture of continuous improvement, encouraging innovation and best practices throughout the organization.
- Conduct training sessions to empower team members with the skills needed to adapt to evolving processes.

Qualifications

Minimum Qualifications
1. Bachelor's degree or above.
2. Minimum 5 years of e-commerce industry project management, market research or business analysis experience.
3. Excellent written and verbal communication skills.
4. Critical thinking ability and good at problem-solving and SOP establishment.
5. Adaptable, fast learner and highly motivated with experience in operations and project management.
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Preferred Qualifications
1. Strengths in problem-solving, issue-resolution, working in a deadline-driven work environment, attention to detail, and multitasking.
2. Strong sense of ownership, team-player mentality, and focus on delivering results to high standards.
3. Experience in eCommerce or marketplace platforms is highly preferred.
4. A strong sense of ownership and past experience in launching complex projects.
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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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