Program Manager, Regulatory Lead, E-Commerce Compliance, EMEA

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As a Program Manager in the Governance & Experience Compliance 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 (Public Policy, Emergency Response, Legal, Strategy, Listings, SMT, moderation) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role in ensuring 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.

We're looking for a Regulatory Lead to build a scalable, high-quality EMEA regulatory compliance program that ensures strong regulatory engagement, timely and accurate reporting, and effective delivery of key Compliance programs. This role will lead and shape regulatory engagements at TikTok Shop and implement programs to ensure Shop satisfies its regulatory obligations and maintains a safe shopping environment.

• 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 legal, emergency response, public policy, product, operations, customer service, and marketing to align priorities, resolve roadblocks, and maintain momentum.
• 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.
• Previous experience leading engagements with EU and UK regulators, civic organisations and consumer groups related to e-commerce, product safety, Digital Services Act, Online Safety Act, General Product Safety Regulation
• 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 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 (Project Management Professional) or other relevant project management certifications.