66 jobs for "Escalation Manager"

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.

E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience.

TikTok Shop's content ecosystem operates at a scale where policy decisions directly shape the experience of millions of sellers, creators, and buyers. As a Content Governance Policy Manager, you will be responsible for designing and operationalising content standards that protect platform integrity and support commercial growth. This is a strategic role at the intersection of policy, product, and enforcement - you will not just implement existing frameworks but build and refine the structures that determine how content risk is identified, prioritised, and acted upon across global markets.

Responsibilities
- Identify and analyse platform content risk trends, establish risk prioritisation, and translate insights into actionable policy responses.
- Design enforcement frameworks (including severity tiering, escalation paths, and moderator tools) to ensure consistent and proportionate compliance. Build core content quality standards focused on integrity, trust, and quality.
- Oversee policy implementation for overseas e-commerce, ensuring operational readiness across moderation, product, and business teams. Drive alignment of policy standards across regional markets, balancing global consistency with regulations and cultural context.
- Continuously evaluate existing policies, identify gaps and edge cases, and lead execution of optimisation plans.
- Collaborate with business operations to assess the commercial impact of policy decisions.

Qualifications

Minimum Qualification(s):
- Bachelor's degree or above.
- Demonstrated experience in content policy development.
- Experience designing tiered or structured enforcement frameworks, with the ability to translate policy intent into operational moderator guidance.
- Strong stakeholder management skills, with the ability to work cross-functionally across Policy, Product, Legal, and Operations in a complex, fast-paced environment.
- Ability to independently conduct data analysis to support policy decisions, including querying datasets and building reporting frameworks.
- Experience working with or alongside Trust and Safety, Legal, or Product teams in a cross-functional capacity.
- Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the creator and content strategy operations.

Preferred Qualification(s):
- Backgrounds in e-Commerce integrity, Trust and Safety, or social media platform governance.
- Familiarity with e-Commerce platforms, online marketplaces, or social media content ecosystems.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $108000 - $151200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s):
- Bachelor's degree or above.
- Demonstrated experience in content policy development.
- Experience designing tiered or structured enforcement frameworks, with the ability to translate policy intent into operational moderator guidance.
- Strong stakeholder management skills, with the ability to work cross-functionally across Policy, Product, Legal, and Operations in a complex, fast-paced environment.
- Ability to independently conduct data analysis to support policy decisions, including querying datasets and building reporting frameworks.
- Experience working with or alongside Trust and Safety, Legal, or Product teams in a cross-functional capacity.
- Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.

In this role, you will be collaborating extensively with partner teams based in China and across APAC such as product, business operations among others. This collaboration is necessary to support the strategy alignment and drive improvement to the creator and content strategy operations.

Preferred Qualification(s):
- Backgrounds in e-Commerce integrity, Trust and Safety, or social media platform governance.
- Familiarity with e-Commerce platforms, online marketplaces, or social media content ecosystems.

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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