Responsibilities
The E-Commerce team is on a mission to connect buyers, sellers and content creators in one seamless, trusted online shopping experience. E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. This team seeks to inspire and preserve trust in TikTok E-Commerce, by designing and implementing end-to-end governance & experience programmes that enable a safe and thriving international marketplace.
The GNE EMEA team has an exciting, new opportunity for an experienced program or project manager, based in London. As a Pre-Owned Category Governance Program Manager, you will be responsible for defining and implementing the Pre-owned Category Strategy across EU, to deliver cross functional projects to enable and enhance support operations, aiming to build the best experience for our sellers and customers.
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In this role, you will be required to build partnerships with members of the Global & Regional GNE teams as well as other key partner groups: Business Operations, Product, Legal ect,. Together, you will design and implement best in class experiences to scale across EMEA as Tiktok Shop continues to grow.
Responsibilities
- Lead development of the vision and support strategy for sellers in the Pre-Owned Category (from trading cards to household appliances) across EU, focusing on governance frameworks, policies, support operations
- Scale and improve support for a new category that's growing and changing constantly.
- Advocate for our Sellers: understand the seller journey and pain points, and help them to solve the problems they experience. Building clear, practical plans that teams across the organization can apply in order to improve customer interaction.
- Lead strategic Category Portfolio: Scope, plan, and ensure execution of strategic projects that are in line with business needs. Delivering E2E implementation, ensuring efficiency and scalability.
- Be comfortable with ambiguity, lead through influence, and partner with business teams to be the single point of contact for changes in governance policies in competitive industries, marketplaces and adjust governance strategies according to industry changes and business needs.
Qualifications
Minimum Qualifications
- Bachelor's degree or higher, with at least 3 years of Program or Project Management in e-commerce or a major retail vertical, such as hardlines, softlines, healthcare, beauty, food, chemicals etc.
- Experience in performing product or category risk assessments and working with compliance teams within an international e-commerce environment or a major retail vertical industry.
- Excellent logical reasoning skills, resource integration abilities, teamwork skills, communication skills, and the ability to work autonomously in a dynamic and fast-paced environment.
- Track record of strong project delivery, negotiations and relationship management along with deep analytical acumen.
- Monitor, analyze and own key performance indicators such as subcategory performance, SLAs, enforcement and catalog data.
Preferred Qualifications
- Masters degree or at least 5 years of Program or Project Management in e-commerce or a major retail vertical, such as hardlines, softlines, healthcare, beauty, food, chemicals.
- Ability to overcome obstacles, strong sense of ownership and a results-oriented mindset as well as being an excellent communicator, both written and verbal.
- Proven ability to translate complex technical requirements into easy to understand policies and business requirement documents that can be used for budget planning and operational execution.
- Strong data analysis skills and proficiency in using analytical tools.
- Strong management capabilities and getting things done themselves. Be an experienced team player who is motivated by an entrepreneurial, fast-paced and highly collaborative environment.