TikTok Shop - Moderation Strategy Operations Program Manager

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As the Moderation Strategy Program Manager, you will be responsible for developing and implementing strategies to ensure high-quality moderation across our platform. This role combines strategic planning, quality assurance, and project management to optimize moderation processes, enhance policy implementation, and improve overall service delivery. You will work closely with cross-functional teams to analyze data, identify trends, and implement action plans that elevate moderation quality and user experience.

Key Responsibilities:

• Develop and execute strategies to enhance moderation quality and policy effectiveness. Utilize quality management tools to identify and address inefficiencies in moderation policies.
• Lead efforts to ensure high-quality moderation delivery by working with BPO partners and conducting risk inspections. Collaborate with QA market leaders and regional teams to refine moderation processes and policies.
• Analyze complex data sets to identify trends, assess performance, and provide actionable insights. Validate and implement rejection labels and manage moderation penalties based on data analysis.
• Deeply understand and manage Seller, Listing, Content, and/or Intellectual Property Rights moderation guidelines. Collaborate with policy teams to develop and refine quality inspection standards and moderation strategies.
• Initiate, lead, and guide small to medium-scale projects aimed at enhancing moderation efficiency and quality. Participate in large-scale projects to identify opportunities for improvement and provide business requirements (BRDs).
• Work closely with Product Managers, Engineers, Legal teams, Customer Support, and other stakeholders to align moderation strategies with platform features and policies. Develop training materials and support moderation teams.
• Conduct risk assessments and develop action plans to mitigate identified risks. Ensure that moderation practices comply with regional regulations and industry standards.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations, Project Management, or a related field. Advanced degree or certifications in project management or quality assurance is a plus.
• Minimum 5 years of hands-on experience in e-commerce, online safety, quality analysis, or a related field. Proven experience in program or project management roles.
• Strong analytical skills with the ability to interpret complex data sets and trends.
• Excellent coordination and communication skills across multiple cross-functional teams.
• Strategic thinker with a proactive approach to problem-solving.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
• English and French will be required as the role will cover the Canadian region.

Preferred Qualifications

• Deep understanding of moderation guidelines and strategies, including intellectual property rights and content policies.
• Experience with quality management tools and risk assessment methodologies.
• Familiarity with e-commerce compliance requirements and internet governance management.
• Ability to work independently and lead projects effectively.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $135111 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.