341 jobs for "Manager, Product Support"

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

- Own risk identification and governance rule design for TikTok Shop's auction business in the UK and EU markets, including setting eligibility, exit, and tiered enforcement standards for sellers, creators, products, and livestreams.
- Cover key risk areas including counterfeits and intellectual property infringement, bait-and-switch products, items not as described, gambling-like mechanics, blind boxes, abnormal pricing, and fulfillment-related risks.
- Conduct pre-launch risk assessments, rule design, and launch acceptance for new features to ensure governance readiness before go-live.
- Lead the assessment and handling of high-risk sellers, design tiered appeal processes and service level timelines, drive the evolution from manual remediation to system-based controls, and establish emergency escalation mechanisms.
- Build the governance metric framework for the auction business, evaluate the effectiveness of different control measures, break down risks by market and business dimension, and partner with Data and Algorithm teams to develop monitoring and early-warning capabilities.
- Collaborate with Product, Legal, Risk Control, Operations, and other cross-functional teams to define the roadmap, shift governance requirements upstream in planning, and produce decision-making materials and post-mortem reports.

Qualifications

Minimum Qualification(s):
- Experience in internet platform governance, risk strategy, trust and safety, e-Commerce compliance, or anti-fraud, with exposure to European cross-border e-commerce, livestream commerce, or other high-risk transaction businesses.
- Ability to independently drive the full process from problem definition, data analysis, and strategy design to product requirement writing, launch acceptance, and post-launch evaluation.
- Strong project management and execution skills, with the ability to drive alignment and decision-making across Legal, Product, Algorithm, Operations, and regional teams with differing priorities.
- Strong data sensitivity, with proficiency in at least two of the following: SQL, dashboard analysis, experiment evaluation, or strategy metric design.
- Experience in governance for auctions, luxury goods, or high-value products, with familiarity in European IP protection, KYC, payments and settlement, gambling-like mechanics, or consumer protection risks.
- Experience building governance mechanisms across multiple markets; familiarity with model review, strategy experimentation, or real-time traffic controls.

Preferred Qualification(s):
- Cross-cultural communication and collaboration skills working cross-functional in a global working environment.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s):
- Experience in internet platform governance, risk strategy, trust and safety, e-Commerce compliance, or anti-fraud, with exposure to European cross-border e-commerce, livestream commerce, or other high-risk transaction businesses.
- Ability to independently drive the full process from problem definition, data analysis, and strategy design to product requirement writing, launch acceptance, and post-launch evaluation.
- Strong project management and execution skills, with the ability to drive alignment and decision-making across Legal, Product, Algorithm, Operations, and regional teams with differing priorities.
- Strong data sensitivity, with proficiency in at least two of the following: SQL, dashboard analysis, experiment evaluation, or strategy metric design.
- Experience in governance for auctions, luxury goods, or high-value products, with familiarity in European IP protection, KYC, payments and settlement, gambling-like mechanics, or consumer protection risks.
- Experience building governance mechanisms across multiple markets; familiarity with model review, strategy experimentation, or real-time traffic controls.

Preferred Qualification(s):
- Cross-cultural communication and collaboration skills working cross-functional in a global working environment.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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