SOP Program Manager

TikTok; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

Join a dynamic and innovative team at a leading platform for short-form mobile videos. This role focuses on developing and implementing moderation standards to ensure a safe and enjoyable experience for users. You'll collaborate with cross-functional teams to craft guidelines, manage risks, and provide essential training. If you thrive in a fast-paced environment and are passionate about e-commerce and governance, this opportunity offers a chance to make a significant impact while working alongside a diverse and creative team committed to inclusivity and growth.

Qualifications

• 1+ years of experience in project/program management in tech.
• Experience in crafting moderation guidelines and compliance.

Responsibilities

• Develop and implement Moderation SOP for the Creator & Content domain.
• Manage policy development workflows and analyze moderation guidelines.
• Lead training workflows and deliver training sessions.

Skills

Project Management

Policy Development

Stakeholder Management

Risk Analysis

Moderation Guidelines Creation

Education

Bachelor's Degree in Business Administration

Master's Degree in Related Fields

Job description

Responsibilities

About the Team: E-commerce's Governance and Experience (GNE) is a global team dedicated to achieving full customer satisfaction, promoting a sustainable and risk-free sales environment, and providing a seamless purchase experience. The Moderation Team is part of GNE, with a mission to deliver trustworthy and excellent service experiences for every TikTok Shop user.

• Develop and implement Moderation Standard Operating Procedures (SOP) for the Creator & Content domain within the US Market.
• Lead in-country moderation SOP design and provide timely updates to internal teams to ensure high-quality moderation results.
• Manage policy development workflows, guidelines, and updates; serve as the liaison to the governance and policy team and other stakeholders.
• Analyze and draft moderation guidelines for sellers, products, and content, focusing on safety issues like fraud, counterfeit, and regulated products.
• Gather insights and identify key business requirements for cross-functional teams and partners.
• Evaluate risks, produce reports, and address program challenges.
• Collaborate with project managers to identify risks and opportunities across projects.
• Work with quality and solutions teams to identify areas for improvement and develop learning solutions.
• Lead in-country training workflows, providing updates and delivering training sessions based on moderation knowledge needs.
• Develop training materials and collaborate with stakeholders to address training needs and problems.

Qualifications

• Minimum Qualifications: Bachelor's Degree in business administration, project management, or policy-related fields; 1+ years of experience in project/program management; experience in crafting moderation guidelines in the tech industry; familiarity with e-commerce compliance and internet governance; strong business sensitivity and risk awareness.
• Preferred Qualifications: Master's degree in related fields; experience in e-commerce or marketplace platforms; strong stakeholder management, facilitation, and influence skills; self-motivated with problem-solving abilities; capable of thriving in ambiguous environments.

About TikTok

TikTok is a leading platform for short-form mobile videos, inspiring creativity and bringing joy. Our headquarters are in Los Angeles and Singapore, with offices worldwide including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Join TikTok to be part of a creative, innovative, and diverse team that values curiosity, humility, and impact. We foster a culture of learning, resilience, and continuous growth, working together to create value, inspire, and bring joy to our communities.

Diversity & Inclusion

TikTok is committed to inclusivity, valuing skills, experiences, and perspectives. We aim to create an environment reflecting the diverse communities we serve, connecting people worldwide and fostering a workplace that celebrates diversity.