TikTok Shop - Head of Global Moderation Services

at  TikTok

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. 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 Moderation Services Head role to lead the global services team and deliver high quality moderation results.

• Manage a global function consists of in-house and outsourced teams.
• Design the global e-commerce moderation strategy and operational structure to achieve operational excellence.
• Work on the annual and quarterly headcount planning and work with HR and Finance to get the required headcount(s) approved.
• Work on product and process improvements via proactive and reactive analysis and deep-dive search.
• Lead global moderation 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 global markets.
• Identify the knowledge gaps of global 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 or equivalent practical experience.
• 5 years of demonstrated experience in e-commerce policy enforcement or public policy; preferably from e-commerce governance and social media background.
• Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
• Experience in program management and ability to manage large, complex programs and drive change.
• Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment, and ability to work well as part of a team and process all business requests in a simultaneous way.
• Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements. Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.

PREFERRED QUALIFICATIONS:

• Experience in eCommerce or marketplace platforms 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/cdpT2
  Job Information
  The base salary range for this position in the selected city is $172900 - $334400 annually.
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  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.
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  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:
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  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.
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  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.
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  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.
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• Manage a global function consists of in-house and outsourced teams.
• Design the global e-commerce moderation strategy and operational structure to achieve operational excellence.
• Work on the annual and quarterly headcount planning and work with HR and Finance to get the required headcount(s) approved.
• Work on product and process improvements via proactive and reactive analysis and deep-dive search.
• Lead global moderation 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 global markets.
• Identify the knowledge gaps of global 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