E-commerce Global Response Operations Manager - USDS

Responsibilities

About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.

S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.

S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained.

The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

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.

About the Team :

Governance and Experience (GNE) is a team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators.

We are looking for an entrepreneurial Global Response Operations Specialist to play a critical role in managing time-sensitive escalations and e-commerce risk incidents, partnering closely with Legal, Policy, Operations and Product teams to mitigate legal, reputational and ecosystem risks.

The ideal candidate has a strong sense of ownership, and thrives in a fast-paced environment where they can have a direct impact on resolving business-critical issues for TikTok Shop.

Responsibilities :

• Manage cross-domain e-commerce policy escalations from start-to-end, driving stakeholder consensus, as well as conducting root-cause analyses to build prevention capabilities. This includes :
• Triaging high-priority escalations, leading investigations, and executing strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
• Actively contributing to shaping strategies for 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 refine program frameworks for e-commerce incident / emergency management, collaborating with cross-functional stakeholders to implement long term 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.
• Be part of an oncall rotation schedule covering the weekend for any emergency support needs.

Qualifications

Minimum Qualifications :

• 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 legal / regulatory / safety risk management, incident / crisis management, public relations, or public policy is highly preferred.
• 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.
• Strong work ethic and demonstrated ability to work independently, navigate successfully with ambiguity, with multiple priorities in a fast-paced, changing environment.
• Experience managing projects and coordinating with different cross-functional regional partners.

Preferred Qualifications :

• Understanding of US & cross-border e-commerce regulations, and familiarity with product safety & 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.

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 / ktJP6

Data Security Statement

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.