Appeal Operation Program Manager - USDS

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.
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.

Team Intro
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Seller Appeal Program Manager with a background to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for SMT Seller Appeal Service.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Develop appeal operation mechanisms and work with all internal and external teams to drive project success.
- Regularly monitor the key metrics and performance trends of seller and creator appeals and work with the governance team and service delivery team to improve the service level and appeal handling quality.
- Deep dive into the painpoints of seller/creator appeals, propose solutions and work with cross functional teams to solve and enhance appeal experience.
- Work closely with the product team to improve the tools to improve internal efficiency.
- Collaborate with business analytics to build dashboards to facilitate the overall performance monitoring ability.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Facilitate weekly business reviews to ensure that all appeal stakeholders are updated on current team performance metrics and ongoing initiatives aimed at improving the appeal process.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 3-5 years of project management experience in the E-commerce service industry.
- Experience working cross functionally with tech and non-tech teams.
- Adaptable, fast learner and highly motivated with experience in operations and management.
- Highly organized and detail-oriented with a proactive work-style.
- Strengths in problem identification, issue-resolution, ability to work in a result-driven work environment, attention to detail, and ability to multitask.
- Strong ownership and a team player, always focused on delivering results with high standards.

Preferred Qualifications
- E-commerce marketplace experience preferred.
- Familiar with partner (seller/creator) violations and appeal rules preferred.
- Able to manage competing deadlines efficiently

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $192533 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.