TikTok Shop - Proactive Moderation Operations Lead

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy.

TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators.

The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

SMT is looking for a Proactive Moderation Operations manager to lead the team conducting analysis to identify moderation risks proactively on the platform and remove them to assure platform safety.

Roles & Responsibilities

• Lead and mentor a multi-language risk inspection team, and monitor and iterate the KPI performance of the internal team, and provide training, guidance, and support to team members to enhance their skills and expertise in risk inspection projects.
• Act as the market POC of proactive moderation efforts to conduct reactive and proactive risk inspection requests to identify existing risk trends on the platform, and conduct deep dive analysis to find the root cause to drive policy / risk governance strategy optimization with internal and external stakeholders.
• Manage and collaborate with BPO partners to ensure alignment with project requirements, quality standards, and efficiency targets.
• Lead the team to assure regular training, calibration, KPI performance Monitoring (Quality, Productivity,Efficiency) conducted for BPO teams to enhance their understanding of annotation tasks and maintain a high level of quality.
• Collaborate closely with global resource management, engineering, and moderation functions to ensure compliance protocols and company policies are enforced with high quality.

Qualifications

Minimum Qualifications

• Bachelor's Degree or equivalent education / experience, an advanced degree is preferred.
• 3 years experience in E-Commerce or Trust & Safety, preferably especially in a high growth environment.
• Great people management skills and currently managing teams with diverse skills.
• Experienced in collaborating with BPO partners and managing outsourcing relationships, and being familiar with quality and efficiency control processes and tools.
• Analytical mindset with the ability to drive process / procedures improvements with cross-functional teams.

Preferred Qualifications

• 2 years experience as Team Lead / Quality Manager / Technical Lead.
• Proven experience in risk investigation teams, preferably in a global context.
• Strong organizational skills and detailed orientation.
• Adaptable, fast learner and highly motivated with experience in operations and project management.
• Highly organized and detail-oriented with a proactive work-style.

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