TikTok Shop - Moderation Partner Operation Manager

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

TikTok Shop is an innovative marketplace fully integrated into TikTok. It brings together online sellers, buyers and creators - all within TikTok to build a one-stop, seamless shopping experience and bring more commerce solutions that further enable our community to discover and engage with what they love.

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. Global Moderation is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform.

• Manage vendors' performance, proactively detect potential risks and take solid actions to ensure and maintain good performance.
• Responsible for the workflow of sites' moderation operation in Ecommerce including merchant, product, content and live streaming moderation.
• Define the scope of work they want the service provider to handle. This includes providing specific instructions, timelines, and performance metrics. Deep dive into sites' performance analysis, contribute insights, set up realistic and stretching goals and KPI metrics, keep tracking and driving efficient actions.
• Seek improvement opportunities as process experts to help to improve vendors' operation management efficiency. Timely and effective work with stakeholders such as policy teams, product & system teams, to help launch new workflows. And partner with cross-functional teams (e.g., Product and Process), to build logical operational processes and tooling investments.
• Responsible for managing teams, developing and implementing operational processes, and managing external partners. POM should also have excellent communication skills, be able to work collaboratively, and have a strong attention to detail.
• Establish communication protocols with the service provider to ensure effective communication throughout the engagement, which includes regular meetings, status updates, and feedback sessions.

Qualifications

Minimum Qualifications

• Bachelor's degree or above;
• 5+ years of experience in Vendor Management, BPO Operations Management;
• Experience in large-scale operations working across or coordinating with multiple domains and business units;
• Advanced knowledge of Excel/Feishu sheets;
• The ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also bring ideas to innovate in our day-to-day operations.