Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop

TikTok Inc.; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Great company culture

Opportunities for personal and professional growth

Job summary

A leading social media platform is seeking an Appeal Program Manager in Greater London. This role involves overseeing EMEA regional business operations, managing appeal performance metrics, and driving cross-functional stakeholder engagement. Candidates must have strong analytical abilities, technical proficiency, and fluency in Chinese. Additional experience in the eCommerce sector and quality assurance would be beneficial. Join a vibrant team committed to creativity and innovation in a fast-paced tech environment.

Qualifications

• Demonstrated experience in identifying actionable opportunities by interpreting and analyzing metrics.
• Ability to collaborate effectively with Software Development Engineers.
• Proven capability to lead and drive cross-functional stakeholders.

Responsibilities

• Oversee EMEA regional business operations and appeal performance monitoring.
• Monitor and drive EMEA appeal KPIs for accuracy and SLA targets.
• Deliver actionable business insights for governance strategy optimization.
• Manage appeal-specific projects ensuring on-time delivery.
• Respond to ad-hoc requests promptly and efficiently.

Skills

Strong analytical skills

Technical proficiency

Stakeholder management

Adaptability

Chinese proficiency

Education

BA related working experience

Tools

Excel

Job description

Overview

E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Moderation Team is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. The moderation team is looking for an Appeal Program Manager with a background to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for Appeal Service.

Responsibilities

• Oversee all facets of EMEA regional business operations, encompassing end-to-end monitoring of appeal performance across the region, proactive stakeholder management, preparation and presentation of business review reports, and timely handling of ad-hoc requests from stakeholders.
• Monitor and drive EMEA appeal KPIs, ensuring strict adherence to appeal handling accuracy standards and SLA targets.
• Continuously deliver actionable business insights to the governance team, supporting the refinement and optimization of their governance strategies.
• Manage appeal-specific projects throughout their lifecycle, ensuring on-time delivery of results in line with objectives.
• Respond promptly to ad-hoc requests and inquiries from cross-functional teams, with a focus on precision and efficiency in resolution.

Qualifications

Minimum Qualifications:

• Strong analytical and business acumen: Demonstrated experience in identifying actionable opportunities by interpreting and analyzing diverse metrics and measurements. The candidate should have BA related working experience.
• Solid technical proficiency: Ability to collaborate effectively with Software Development Engineers (SDEs) and Product Managers, contributing to the design and implementation of technical solutions for appeal-related challenges.
• Stakeholder management: Proven capability to lead and drive cross-functional stakeholders toward large-scale improvements, program execution, and collaborative initiatives.
• High adaptability and responsiveness: Flexibility to work across time zones and promptly address ad-hoc requests with efficiency.
• Chinese proficiency is a must, in order to closely partner with cross-border merchants and internal stakeholders from China.

Preferred Qualifications:

• Experience in the eCommerce industry is a plus.
• Experience in Quality Assurance under customer service environment is a plus.
• Detail oriented, experience with KPIs and quality
• Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We\'re resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.