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 Country Moderation Lead role to focus on the country moderation service implementation and quality improvement.
**Responsibilities**:
- Manage a country function consisting of in-house and outsourced service teams.
- Design the country moderation strategy and operational structure to achieve operational excellence.
- Work with the Global Resource Management team to plan the quarterly and annual headcounts.
- Work on product and process improvements via proactive and reactive analysis and deep-dive search.
- Lead the country standard operating procedure (SOP) design and training to enable front-line operations to deliver high quality results.
- Partner with internal stakeholders and cross-functional teams to take new business requests, deploy in operations and provide post-mortem analysis.
- Conduct further analysis and craft moderation policies on sellers, products and contents in regional markets.
- Identify the knowledge gaps of regional operations based on operational KPIs and sample cases, drive solutions for the team.
- 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.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
**Qualifications**:
**Minimum Qualifications**:
- Bachelor's Degree in business administration, project management or equivalent practical experience.
- 5 years of experience managing a regional team.
- Fluency in English is required for the role.
- Proven experience in program management and ability to manage large, complex programs and drive change.
- Ability to effectively engage with senior leadership, facilitate cross-functional discussions about complex topics, influence, and reach agreements.
**Preferred Qualifications**:
- Masters degree in business administration or related field
- 3 years of demonstrated experience in e-commerce policy enforcement or public policy. Preferably from e-commerce governance and social media background.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.
- Self-motivated and able to thrive in ambiguity and in a matrix environment.
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.
