Global Head of Appeals

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us
At ByteDance, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for millions of users across all of our products. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at ByteDance.

**About the Team**:
As the Global Head of Appeals, you will be responsible for overseeing and standardising the appeals process for MI Services globally. This includes managing the team of appeals regional leads and specialists, developing and implementing appeals strategies globally, ensuring appeals are handled in a timely and effective manner, and ensuring a standardised process globally across all regions, with a key focus on Quality.
You will also work closely with MI xfn teams (AdEx engagement, Policy, Operations) to keep up to date with changes in policies, priorities and SOPs across the MI organization and GBS sales and making recommendations for process improvements and with BI/PPO to ensure all tool improvements are effectively launched.
You will have strong leadership and management skills, extensive knowledge of appeals processes, experience in global operations, and excellent communication and interpersonal skills. You should be able to analyze complex information and make sound decisions in a fast-paced, dynamic environment.

Key responsibilities
- Oversee the global appeals process for all regions and ensure consistency in approach and outcome.
- Develop and lead growth, process, and performance management across Appeals teams globally
- Ensure all regions maintain and exceed quality assurance and productivity / efficiency targets
- Measure and track business performance, own business reporting and performance analysis, and drive business review cadences
- Partner closely with team leadership to drive high impact projects
- Initiate operational transformation related projects by understanding business requirements and collaborating closely with cross-functional teams/stakeholders, including Beijing and global markets
- Build and maintain strong relationships with key stakeholders, including internal teams (MI Ops, Policy, AdEx engagement) and external partners (BI and GBS sales)
- Work closely with xfn teams in MI to ensure appeals process is up to date with changes in SOPs and Policies
- Ensure alignment with Adex engagement team on GBS sales prorities and focus areas
- Providing regular updates and reporting on appeals processes and outcomes to MI Services leadership
- Manage and mentor the global appeals team.
- Develop domain expertise across Integrity issues informed by trends in business and technology
- 12+ years of experience in operational excellence, including at least 5+ years of regional/global leadership experience, in high growth tech start-up and/or advertising experience preferred
- Executive level verbal and written communication as well as strong data visualization and presentation skills
- A keen eye for process improvement. Six Sigma certified professional
- High EQ leader and team-player with the ability to manage expectations across time-zones and cultures
- Ability to influence cross-functional, senior leaders and drive change
- Demonstrated leadership skills including the ability to build a team, motivate and engage teams, allocate work and projects, resolve conflicts and handle ambiguity
- Experience leading cross-functional projects and experience working with senior stakeholders both inside and outside an organization
- Demonstrated success in shaping strategy and executing against that strategy with operational metrics
- Ability to think strategically and utilize strong creative problem solving skills

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.