TikTok Shop - Emergency Response Management Operations Manager

TikTok; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

TikTok is seeking a Global Emergency Response Operations Manager within the EMEA E-commerce Governance & Experience (GNE) team based in London. You will build and operationalize processes to keep TikTok Shop safe, compliant and trusted, managing time-sensitive emergencies across cross-functional teams.

You will lead investigations, drive containment responses, and develop scalable frameworks to prevent recurrence, while analyzing trends to improve platform policies and risk management.

Qualifications

• 3+ years experience in risk investigations/operations and policy/process development.
• Experience in e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.
• Ability to translate data into actionable business recommendations.

Responsibilities

• Manage cross-domain e-commerce policy escalations from start-to-end.
• Lead investigations and containment responses for high-priority escalations.
• Develop frameworks for emergency/escalation management with stakeholders to implement scalable solutions.
• Monitor KPIs and escalation trends to drive policy improvements.
• Navigate legal and regulatory frameworks for seller/creator identity verification and moderation.

Skills

Risk investigations

Policy development

Cross-functional collaboration

Data interpretation

Independent decision-making

Education

Bachelor's degree

Job description

Responsibilities

The E-Commerce team seeks to further advance this mission by connecting buyers, sellers and content creators in one seamless, trusted online shopping experience. The EMEA E-commerce Governance & Experience (GNE) team seeks to inspire and preserve trust in TikTok E-Commerce, by designing and implementing end-to-end governance & experience programmes that enable a safe, trustworthy and thriving international marketplace.

The Role

As a Global Emergency Response Operations Manager within GNE, you will play an impactful role in building and operationalizing business-critical processes that enable TikTok Shop to keep our platform safe, secure and in compliance with laws. You will manage & resolve global time-sensitive emergencies & escalations, partnering closely with Legal, Policy, Operations and Product teams to mitigate legal, regulatory, reputational, safety and ecosystem risks to TikTok Shop. You will also conduct deep analyses for each incident to identify trends, insights and opportunities to improve TikTok Shop policies, systems and processes, with the aim of preventing future similar occurrences from impacting TikTok Shop.

• - Manage cross-domain e-commerce policy escalations from start-to-end, drive cross-functional stakeholder consensus, and conduct root-cause analyses to improve GNE's e-commerce risk prevention and risk management capabilities. This includes:
  a) Triaging high-priority escalations, leading investigations, and executing strategic containment responses to swiftly detect and remove content associated with various online risks and harms.
  b) Actively contributing to shaping strategies for preventing or mitigating similar incidents in the future.
• - Develop subject matter expertise across TikTok e-commerce infrastructure, policies, products, tools, systems, and data to enable efficient identification & resolution of time-critical and cross-domain problems related to TikTok's sellers, creators and community.
• - Create and improve frameworks & processes for e-commerce emergency/escalation management, collaborating with cross-functional stakeholders to implement scalable & sustainable solutions.
• - Conduct regular monitoring of key performance metrics and escalations trends to produce actionable data-driven insights, delivering feedback to drive improvements to TikTok's e-commerce policies, processes, systems, and products, mitigating future risk to our customers and users.
• - Navigate legal and regulatory frameworks relevant to identity verification for sellers & creators, moderation for product listings and e-commerce content, and other platform governance processes to ensure compliance with applicable regulations in executing external responses.

Qualifications

Minimum Qualification(s)

• - 3+ years experience in risk investigations/operations and policy/process development in an online operations, trust & safety, consulting, business analytics, or intelligence research environment.
• - Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, incident/crisis management, public relations, or public policy.
• - Experience solving cross-functional problems, analysing and translating data to make recommendations and drive actionable business decisions. Data interpretation is required in this role.
• - Proven ability to make important and high-quality decisions independently.

Preferred Qualification(s)

• - Bachelor's Degree or above.
• - Proven experience collaborating with global teams.
• - Passionate, self-driven, and curious to learn and able to work independently in a fast-paced environment.
• - Strong strategic thinking ability and able to propose complex solutions and clear explanations in writing.

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.