Global Lead of Governance and Experience

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. 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 TikTok.

About the Team
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. In this role, you will have the opportunity to support our continued growth and expansion.

Roles & Responsibilities
1. Oversight and ensure constant improvements of defect order rates, Customers NPS, Loss %, and P&L related topline metrics associated with satisfaction of consumers' shopping experiences, operational efficiency and quality, and platform risks
2. Own the vision and roadmaps to drive governance and experience programs and lead strategic decisions that can balance business growth/costs with risks and consumer experiences
3. Design roles and responsibilities, cultivate and expand the Governance and Experience organization for global key markets; ensure smooth and clear collaboration model functions between Global and Regional teams, and across different pillars
4. Provide mentorship and guidance to key leaders to help them build successful teams and identify strong pipelines of talents within teams to ensure room for career growth as well as succession completeness for key positions
5. Build mechanisms and action principles to ensure operation excellence, efficiency and quality targets can be met with good execution quality and to optimize targets constantly
6. Partner with different stakeholders to align business directions while ensuring risk and cost factors are considered and tailored towards each market's local landscape
7. Provide leadership and collaborate with cross functional teams including Product, Trust and Safety, Monetization Integrity, PA, PR and legal to ensure law enforcement requests are properly handled across TikTok and regulatory compliance requirements are met according to each market's risk assessment while keeping a good balance on the experiences of creators and sellers
8. Identify product feature improvement opportunities for automation and mitigation solutions, and channel this feedback in a structured and timely manner to the Product and Engineering teams.

**Qualifications**:
1. Domain knowledge within product compliance, risk management, or integrity management space
2. Deep understanding of either content platform or marketplace(transaction-based) platform
3. At least 3 years of people management experience in managing multi-cultural/multi-region teams with a size of 50 or more
4. Driven, curious and strong desire to continuously grow and learn
5. Excellent strategic thinking ability; able to make sound decisions under ambiguity
6. Demonstrated vision of business goal planning and driving large impact initiatives
7. Effective cost-benefit analysis skills and comfortable using data and metrics to measure impact and determine priorities
8. Experience presenting strategic direction, topline metrics and key progress to senior leadership
9. Demonstrated past success working in a matrix environment and ability to influence key stakeholders, guide with principles, and cultivate teams

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.