TikTok Shop - Program Manager, E-Commerce Compliance, Governance & Experience, EMEA

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TikTok Shop - Program Manager, E-Commerce Compliance, Governance & Experience, EMEA, London

Client: TikTok

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 771cb535a067

Job Views: 3

Posted: 18.04.2025

Expiry Date: 02.06.2025

Job Description:

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 imagination 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.

The Team: Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

Role Overview: As a Program Manager in the Governance & Experience team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with cross-functional teams (SMT, moderation, Legal) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role to ensure that e-commerce compliance programs are executed with a high-level of quality and drive continuous improvement. This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long-term vision of TikTok Shop’s marketplace.

Responsibilities:

1. Program Management: Plan, execute, and oversee business initiatives, ensuring alignment with strategic objectives and delivering measurable outcomes.
2. Stakeholder Coordination: Work cross-functionally with teams such as product, operations, compliance, customer service, and marketing to align priorities, resolve roadblocks, and maintain momentum on projects.
3. Process Optimization: Identify inefficiencies in current processes and implement improvements to enhance operational effectiveness and customer experience.
4. Metrics & Reporting: Define program success metrics, track progress, and provide regular updates to stakeholders through reports and dashboards.
5. Risk Management: Anticipate potential risks to program execution and develop mitigation plans to ensure timely delivery.
6. Customer-Centric Focus: Advocate for the customer by ensuring programs prioritize user needs and deliver meaningful improvements in experience and satisfaction.

Minimum Qualifications:

1. Previous experience in program management, project management, or related roles, preferably within E-commerce or technology-driven industries.
2. Demonstrated ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
3. Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution.
4. Excellent verbal and written communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
5. Proactive approach to identifying and solving complex problems, ensuring smooth program delivery.

Preferred Qualifications:

1. Bachelor's degree in Business, Economics, Data Analytics, or a related field.
2. Familiarity with customer experience principles and metrics (e.g., NPS, retention rates).
3. Experience working with data visualization tools (e.g., Tableau, Power BI).
4. PMP or other relevant project management certifications.