TikTok Shop - Global Appeal Program Manager
- Singapore
- Permanent
- Full-time
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.About the team
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 Seller Appeal Program Manager with a background to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for SMT Seller Appeal Service.Responsibilities
- Develop appeal operation mechanisms and work with all internal and external teams to drive the project success.
- Regularly monitor the key metrics and performance trends of seller and creator appeals and work with the governance team and service delivery team to improve the service level and appeal handling quality.
- Deep dive into the pain points of seller/creator appeal, propose solutions and work with cross functional teams to solve and enhance appeal experience.
- Work closely with the product team to improve the tools to improve internal efficiency.
- Collaborate with business analytics to build dashboards to facilitate the overall monitor ability.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Facilitate the APAC Weekly Meeting to ensure that all appeal stakeholders are updated on current team performance metrics and ongoing initiatives aimed at improving the appeal process.Qualifications:Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 3+ years of project management experience in the eCommerce service industry.
- Experience working cross functionally with tech and non-tech teams.
- Strengths in problem identification, issue-resolution, ability to work in a result-driven work environment, attention to detail, and ability to multitask.Preferred Qualifications
- Familiarity with partner (seller/creator) violations and appeal rules.
- Adaptable, fast learner, and highly motivated with experience in operations and 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.