TikTok Local Services
1 month ago
About the team
the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace. Responsibilities- Devise data-driven strategies to provide a trustworthy TikTok Local Services ecosystem and best-in-class customer experience and service standards to users. - Analyse issues based on data and user feedback; formulate specific strategies and policies, collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc. Develop and implement measures, policies and strategies to enhance ecosystem health and the customer experience.- Ensure mechanisms, systems, procesess, feedback loops and tools to implement developed governance and user experience strategies and policies; work with relevant cross-functional teams to launch and operate these effectively.- Develop roadmaps and plans to enhance systems, capabilities, and tools. Improve GNE functional domains' efficiencies and effectiveness, ., regulating Sellers or Creators' behaviour or actions; providing better Customer or Fulfilment Experiences and service standards to Users; enabling more efficient Moderation or Service staff decision-making and action. Ensure cost and resource-efficiencies while deriving GNE strategic outcomes.- Plan and coordinate costs, workforce resourcing, and utilisation. Engage and contract third-party vendors as needed to fulfill GNE requirements. Manage and ensure the quality of third-party vendors -- pertaining to moderation, customer service, and service recovery -- to support required outcomes. Make progress on cost efficiencies while maximising desired outcomes.- Manage risks by balancing alongside enabling growth for legitimate Merchants and Content Creators. Formulate and implement strategies to ensure a good Business experience while governing risks and providing a best-in-class Customer Experience.- Monitor the health of the ecosystem through data-driven and investigative methods; respond to emergencies, conduct ad-hoc investigations, and take action as needed.- Track progress against set targets and success indicators. Conduct data-driven root-cause and impact analyses; devise data-driven recommendations to address gaps and areas of improvement.Minimum Qualifications- 5 years of demonstrated hands-on and in-depth experience in driving data-driven governance and experience programmes within O2O, Local Services, E-commerce, strategy consulting, operations management, seller risks, seller operations, or related governance & experience programmes, ., regulating Merchant risks, or other O2O programmes. - Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.- Data interpretation or analysis will be required for this role.- Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.- Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.- Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.- Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment. Preferred Qualifications- Proficiency in utilising querying and analytical tools, and conducting data analysis (., SQL, Python) is advantageous. - Experience working in SEA markets is a plus, given the need to develop or review policies, content, or compliance documents in certain relevant languages.
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