TikTok Shop - QA Strategy Program Manager, EMEA Moderation

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Responsibilities

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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 responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Moderation Team (SMT), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

As the Moderation QA Strategy Program Manager, you will be responsible for developing and implementing strategies to ensure high-quality moderation across our platform. This role combines strategic planning, quality assurance, and project management to optimize moderation processes, enhance policy implementation, and improve overall service delivery. You will work closely with cross-functional teams to analyze data, identify trends, and implement action plans that elevate moderation quality and user experience.

Key Responsibilities:
- Develop and execute strategies to enhance moderation quality and policy effectiveness. Utilize quality management tools to identify and address inefficiencies in moderation policies.
- Lead efforts to ensure high-quality moderation delivery by working with BPO partners and conducting risk inspections. Collaborate with QA market leaders and teams to refine moderation processes and policies.
- Analyze complex data sets to identify trends, assess performance, and provide actionable insights. Validate and implement rejection labels and manage moderation penalties based on data analysis.
- Deeply understand and manage Seller, Listing, Content, and/or Intellectual Property Rights moderation guidelines. Collaborate with policy teams to develop and refine quality inspection standards and moderation strategies.
- Initiate, lead, and guide small to medium-scale projects aimed at enhancing moderation efficiency and quality. Participate in large-scale projects to identify opportunities for improvement and provide business requirements (BRDs).
- Work closely with Product Managers, Engineers, Legal teams, Customer Support, and other stakeholders to align moderation strategies with platform features and policies. Develop training materials and support moderation teams.
- Conduct risk assessments and develop action plans to mitigate identified risks. Ensure that moderation practices comply with regulations and industry standards.

Qualifications

Minimum Requirements
- Bachelor's degree in Business Administration, Operations, Project Management, or a related field. Advanced degree or certifications in project management or quality assurance is a plus.
- Minimum 5+ years of hands-on experience in e-commerce, online safety, quality analysis, or a related field. Proven experience in program or project management roles.
- Strong analytical skills with the ability to interpret complex data sets and trends.
- Excellent coordination and communication skills across multiple cross-functional teams.
- Strategic thinker with a proactive approach to problem-solving.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.

Preferred Qualifications
- Deep understanding of moderation guidelines and strategies, including intellectual property rights and content policies.
- Experience with quality management tools and risk assessment methodologies.
- Familiarity with e-commerce compliance requirements and internet governance management.
- Ability to work independently and lead projects effectively.
- Fluency in a European language is desired.

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.