Responsibilities
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. The Moderation Team is part of the GNE organization. Our mission is to ensure great experience and platform safety for every user of TikTok Shop. GNE Moderation is looking for a Partner Operations Program Manager.

Responsibilities

• Develop and implement partner operations strategies to enhance workflows, processes, and performance metrics.
• Ensure partners adhere to agreed SLAs, conducting regular business reviews and performance evaluations.
• Oversee the planning and execution of multiple projects, from small-scale initiatives to large-scale E-commerce Moderation programs.
• Drive continuous improvement by scoping tool enhancements, leveraging data analytics to optimize performance, and collaborating with cross-functional teams to maximize efficiency.
• Identify, assess, and mitigate risks, ensuring proactive issue resolution and delivering insights through structured program reports for stakeholders.
• Support system tool issues reported by Business Partners, coordinating troubleshooting efforts and escalating as needed.
• Partner with internal teams to identify operational gaps, drive corrective actions, and optimize processes impacting buyers, sellers, and creators.
• Partner with Training & Quality teams to ensure vendor staff receive ongoing coaching, upskilling, and knowledge reinforcement.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business Administration, Project Management, or equivalent practical experience.
• Fluency in English (both written and spoken) is required.
• 5+ years of experience in project/program management, online moderation, or customer service, with at least 2 years in vendor operations.
• Proven track record of managing partner operations across multiple regions and driving operational improvements.

PREFERRED QUALIFICATIONS:

• Master’s degree in Business Administration or related field.
• Experience in E-Commerce or marketplace platforms.
• Strong stakeholder engagement skills, able to influence decisions, facilitate complex discussions, and drive alignment at leadership levels.
• Self-driven problem solver, comfortable navigating ambiguity and proactively addressing challenges.
• Ability to analyze vendor performance trends, provide actionable insights, and drive improvement strategies.
  Job Information
  Inspiring creativity is at the core of TikTok’s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
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  We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We’re resilient and embrace challenges as they come. By constantly iterating and fostering an “Always Day 1” mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
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  Diversity & Inclusion
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  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

• Develop and implement partner operations strategies to enhance workflows, processes, and performance metrics.
• Ensure partners adhere to agreed SLAs, conducting regular business reviews and performance evaluations.
• Oversee the planning and execution of multiple projects, from small-scale initiatives to large-scale E-commerce Moderation programs.
• Drive continuous improvement by scoping tool enhancements, leveraging data analytics to optimize performance, and collaborating with cross-functional teams to maximize efficiency.
• Identify, assess, and mitigate risks, ensuring proactive issue resolution and delivering insights through structured program reports for stakeholders.
• Support system tool issues reported by Business Partners, coordinating troubleshooting efforts and escalating as needed.
• Partner with internal teams to identify operational gaps, drive corrective actions, and optimize processes impacting buyers, sellers, and creators.
• Partner with Training & Quality teams to ensure vendor staff receive ongoing coaching, upskilling, and knowledge reinforcement