Shop | Tokopedia - Global Response Operations Manager (ID)

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About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

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 Global Response Operations Manager within GNE, you will play an impactful role in building and operationalizing business-critical processes that enable TikTok Shop to keep our platform safe, secure and in compliance with laws. You will manage & resolve global time-sensitive emergencies & escalations, partnering closely with Legal, Policy, Operations and Product teams to mitigate legal, regulatory, reputational, safety and ecosystem risks to TikTok Shop. You will also conduct deep analyses for each incident to identify trends, insights and opportunities to improve TikTok Shop policies, systems and processes, with the aim of preventing future similar occurrences from impacting TikTok Shop.

Responsibilities

• Manage cross-domain e-commerce policy escalations from start-to-end, drive cross-functional stakeholder consensus, and conduct root-cause analyses to improve GNE's e-commerce risk prevention and risk management capabilities. This includes:
  a) Triaging high-priority escalations, leading investigations, and executing strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
  b) Actively contributing to shaping strategies for preventing or mitigating similar incidents in the future.
• Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data to enable efficient identification & resolution of time-critical and cross-domain problems related to TikTok's sellers, creators and community.
• Create and improve frameworks & processes for e-commerce emergency/escalation management, collaborating with cross-functional stakeholders to implement scalable & sustainable solutions.
• Conduct regular monitoring of key performance metrics and escalations trends to produce actionable data-driven insights, delivering feedback to drive improvements to TikTok's e-commerce policies, processes, systems, and products, mitigating future risk to our customers and users.
• Navigate legal and regulatory frameworks relevant to identity verification for sellers & creators, moderation for product listings and e-commerce content, and other platform governance processes to ensure compliance with applicable regulations in executing external responses.

Qualifications

Minimum Requirements

• 3+ years experience in risk investigations/operations and policy/process development, preferably in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
• Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.
• Experience solving cross-functional problems, analysing and translating data to make recommendations and drive actionable business decisions. Data interpretation is required in this role.
• Proven ability to make important and high-quality decisions independently and multi-task in rapidly-evolving high-pressure situations.
• Strong communication, training and presentation skills.
• Flexibility with global working hours, as well as availability for public holiday and weekend shifts.

Preferred Requirements

• Understanding of global & regional e-commerce regulations, and online content safety issues are a plus.
• Proficiency with SQL or Excel is a plus.

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.

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