TikTok Shop - Program Manager, E-Commerce Compliance, Governance & Experience, EMEA

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.

The Team:
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

Role Overview
As a Program Manager in the Governance & Experience team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with crossfunctional teams (SMT, moderation, Legal) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role to ensure that e-commerce compliance programs are executed with a high-level of quality and drive continuous improvement This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long-term vision of TikTok Shop's marketplace.
Responsibilities
- Program Management: Plan, execute, and oversee business initiatives, ensuring alignment with strategic objectives and delivering measurable outcomes.
- Stakeholder Coordination: Work cross-functionally with teams such as product, operations, compliance, customer service, and marketing to align priorities, resolve roadblocks, and maintain momentum on projects.
- Process Optimization: Identify inefficiencies in current processes and implement improvements to enhance operational effectiveness and customer experience.
- Metrics & Reporting: Define program success metrics, track progress, and provide regular updates to stakeholders through reports and dashboards.
- Risk Management: Anticipate potential risks to program execution and develop mitigation plans to ensure timely delivery.
- Customer-Centric Focus: Advocate for the customer by ensuring programs prioritize user needs and deliver meaningful improvements in experience and satisfaction.

Qualifications

Minimum Qualifications
- Previous experience in program management, project management, or related roles, preferably within E-commerce or technology-driven industries.
- Demonstrated ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
- Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution.
- Excellent verbal and written communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
- Proactive approach to identifying and solving complex problems, ensuring smooth program delivery.

Preferred Qualifications
- Bachelor's degree in Business, Economics, Data Analytics, or a related field
- Familiarity with customer experience principles and metrics (e.g., NPS, retention rates).
- Experience working with data visualization tools (e.g., Tableau, Power BI).
- PMP or other relevant project management certifications.

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.