Responsibilities
About the team
TikTok Shop's Governance & Experience (GNE) team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our merchants, creators and community. Our mission is to provide world-class service and experience for customers, sellers and creators.
As a Creator Governance Policy & Program Manager, you will play an impactful role in building and implementing regional policies, programs and strategies to govern and enable our e-commerce creators across their entire lifecycle on TikTok Shop covering onboarding, performance, compliance, and incentivisation. You will investigate ecosystem & behaviour trends to discover emergent risks using quantitative and qualitative methods, design thoughtful solutions to address these risks while balancing business growth priorities, and manage solution implementation to safeguard and elevate our TikTok Shop communities. You will need to move fast, demonstrate entrepreneurship and innovation to drive impact, bringing together diverse groups to achieve business goals.
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Responsibilities
- Develop data-driven policies & programs to manage e-commerce creators' content operations performance and policy compliance. Design and execute go-to-market strategies to ensure effective policy/program implementation with country teams to deliver impact and key outcomes.
- Analyse e-commerce creator ecosystem trends to identify & monitor risks, developing new signals & measurement mechanisms to enhance platform capabilities to detect & mitigate emerging issues with potential negative impacts on our e-commerce community of consumers, sellers & creators.
- Create & maintain project plans and roadmaps in accordance with organizational priorities, define delivery methodologies, and drive project execution & tracking. Drive cross-functional teams towards effective execution and delivery of key projects, and define new operational strategies for the implementation of external & internal feedback.
- Develop, launch and implement new operational workflows - in collaboration with cross-functional teams like Engineering, Operations, Moderation, Product, and Policy - to enhance large-scale automation, risk detection and mitigation, as well as quality assurance and improvements.
- Design, launch and review key metrics to enable deeper investigations and case reviews, ensuring that day-to-day ecosystem health is maintained throughout the e-commerce creator ecosystem. Act as an escalation point of contact to manage internal and external communications on all creator governance issues.
Qualifications
Minimum Qualifications
- BA/BS degree with experience in policy/project management, business analytics and communications, preferably in e-commerce, creator/content operations, trust & safety, consulting, business analytics, or intelligence research environments.
- Ability to demonstrate critical thinking and thought leadership, and capacity to adapt and thrive in fast-paced work environments with rapidly shifting landscapes and priorities.
- Proven ability to own and be accountable for driving and overseeing multiple complex, cross-functional technical programs from initiation to delivery at scale.
- Strong global communication background for technical and non-technical audiences and the ability to synthesize complex concepts into easily understandable narratives.
- Experience solving cross-functional problems, analysing and translating data to make recommendations and to drive actionable business decisions. Data interpretation is required in this role.
- Ability to travel occasionally to manage stakeholders and projects.
Preferred Qualifications
- Experience in and/or demonstrable knowledge of e-commerce creator risk management is highly preferred. Understanding of global & regional e-commerce regulations, and online content safety issues is a plus.
- Business-level proficiency in other Southeast Asian languages is strongly preferred to facilitate interactions with regional external or internal stakeholders.
- Proficiency with SQL, Excel and other business analytics tools are a plus.