TikTok Shop - Regional SOP Leader

ether and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Regional SOP Leader who will be leading the regional SOP Team.

Responsibilities

• Lead and manage a team of SOP Program Managers, which will be producing the processes and policies for the Global selling moderation team.
• Partner with internal stakeholders in strategies and operations to develop and improve SOP materials.
• Conduct further analysis and craft moderation policies on sellers, products and contents in SEA markets with a focus on safety issues such as fraud, counterfeit products and regulated products.
• Identify the knowledge gaps based on operational KPIs and sample cases, drive solutions for the team and contribute to global moderation service improvement.
• Work closely with the quality team to identify issues that could be addressed through SOP improvements.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
• Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment.
• Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
• Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
• Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Qualifications

Minimum Qualifications

• Bachelor's Degree in business administration, project management or policy related fields.
• Minimum 5 years' working experience in project/program management.
• Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
• Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

Preferred Qualifications

• Master's degree in business administration or policy related fields.
• Experience in E-Commerce or marketplace platforms.
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Experience in program management and ability to manage large, complex programs and drive change.
• Track record in crafting and operationalising moderation guidelines in the tech industry.

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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