TikTok Shop

3 weeks ago

Singapur, Singapore TIKTOK PTE. LTD. Full time
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

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

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We are looking for a Moderation Services Strategy Lead to drive transformation for the Moderation team from service delivery to a strategic and tactical team, focusing on end-to-end efficiency and tooling enhancements, programs and process optimisation.

Responsibilities

- Develop and execute a comprehensive strategy for content moderation services to meet organizational goals. Drive continuous improvement and innovation in content moderation processes.

- Lead a sizeable team of moderation professionals, including people leaders, by providing mentorship and guidance. Foster a high-performance team culture that values collaboration and innovation.

- Oversee large-scale moderation programs, optimizing processes and resource allocation. Identify opportunities for process automation and efficiency gains.

- Drive change within the moderation team to adapt to evolving content challenges. Identify opportunities for process optimization and automation to enhance efficiency.

- Collaborate closely with cross-functional teams to align content moderation services with the broader organizational objectives. Communicate effectively with stakeholders at all levels.

- Define and track key performance indicators (KPIs) to assess the effectiveness of the moderation team. Provide regular reporting and insights to drive improvements.

- Stay informed about evolving e-commerce compliance requirements and industry best practices. Maintain a strong understanding of content safety operation processes and identify gaps for efficiency improvement.

- Ensure strict adherence to e-commerce policies, content guidelines, and internet governance standards. Implement effective strategies to mitigate risks associated with content violations.

- Assess and manage risks associated with content moderation activities. Develop and implement proactive measures to ensure content compliance and safety.

Qualifications

- Bachelor's degree or equivalent practical experience.

- Proven track record managing large teams (30+) with managerial oversight. Track record of building and mentoring high-performing teams.

- 12+ years of demonstrated experience in e-commerce policy enforcement or public policy. Preferably from e-commerce governance and social media background.

- Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.

- Experience in program management and ability to manage large, complex programs and drive change.

- Strong strategic thinking for shaping moderation services strategy.

- Demonstrated ability to innovate and optimize content moderation processes.

- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.

- Excellent interpersonal and communication skills for cross-functional collaboration.

- Strong analytical skills for data-driven decision-making.

- Experience in eCommerce or marketplace platforms is a plus.

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.

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