1 job for "Head of Customer Experience & Quality"

TikTok Shop - Head of Listing Quality - US

At TikTok - Seattle

Posted on Sep 17

TikTok Shop - Head of Listing Quality - US

SeattleOperations$151,050 – $258,400Posted Sep 17, 2026

Responsibilities

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.

Responsibilities:
- Lead listing quality governance strategy and operations for the TikTok US market, covering listing quality standards, listing content quality, listing accuracy, product information quality, and seller listing experience.
- Develop and continuously improve scalable listing quality frameworks, processes, and controls to support buyer experience, seller experience, platform trust, and business growth.
- Oversee key and emerging listing quality issues, define quality priorities, and drive practical solutions across listing creation, review, discovery, and distribution scenarios.
- Partner with Product, Algorithm, Search and Recommendation, Marketing, Category, Seller Experience, and Operations teams to identify listing quality gaps and build effective platform-level solutions.
- Manage, coach, and develop a listing quality team, setting clear goals, building team capabilities, driving execution excellence, and fostering a high-performance culture.
- Provide subject matter expertise on US listing quality expectations and translate product, seller, buyer, and business needs into practical guidance, governance mechanisms, and scalable operating models.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above, or equivalent practical experience.
- 7+ years of experience in e-Commerce marketplace governance, listing quality, content quality, product operations, trust and safety, seller governance, risk management, or related fields.
- People management experience, with the ability to lead, coach, and develop high-performing teams.
- Strong understanding of listing quality topics, including product information quality, content quality, title and image quality, category and attribute quality, pricing presentation, and listing review.
- Strong cross-functional collaboration, analytical problem-solving, and stakeholder management skills.
- Ability to translate quality standards, buyer and seller experience requirements, and business needs into scalable operational processes and platform controls.

Preferred Qualification(s)
- Experience supporting US marketplace, e-commerce, social commerce, or online platform quality programs.
- Experience working on listing quality, product information quality, content quality, search or recommendation quality, seller experience, or platform governance.
- Experience using AI, automation, or data-driven detection to improve quality review, monitoring, and operational efficiency.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $151050 - $258400 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, or equivalent practical experience.
- 7+ years of experience in e-Commerce marketplace governance, listing quality, content quality, product operations, trust and safety, seller governance, risk management, or related fields.
- People management experience, with the ability to lead, coach, and develop high-performing teams.
- Strong understanding of listing quality topics, including product information quality, content quality, title and image quality, category and attribute quality, pricing presentation, and listing review.
- Strong cross-functional collaboration, analytical problem-solving, and stakeholder management skills.
- Ability to translate quality standards, buyer and seller experience requirements, and business needs into scalable operational processes and platform controls.

Preferred Qualification(s)
- Experience supporting US marketplace, e-commerce, social commerce, or online platform quality programs.
- Experience working on listing quality, product information quality, content quality, search or recommendation quality, seller experience, or platform governance.
- Experience using AI, automation, or data-driven detection to improve quality review, monitoring, and operational efficiency.

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

View company profile