TikTok Local Services - Governance Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok Pte. Ltd. is seeking a Governance & Experience lead for Local Services, focusing on US‑based Dining Business.

You will manage a small team, develop data‑driven governance policies, and partner with Algorithm, Product, Engineering, and Legal to ensure a trustworthy marketplace. Applicants should have 5+ years in governance & experience programmes, 3+ years of team leadership, and a background in quantitative disciplines.

Qualifications

• 5+ years driving data‑driven governance and experience programmes in related domains.
• 3+ years of experience managing a team.
• Bachelor's degree or higher in a quantitative field is preferred.
• Strategic thinking and ability to lead complex cross‑functional projects.

Responsibilities

• Lead & develop a small team of governance & experience experts for US‑based Local Services Dining Business.
• Reduce risks across merchant, listings, creators, content, and fulfillment areas.
• Establish policies to collect user feedback and devise service experience strategies.
• Collaborate with cross‑functional teams like Algorithm, Product, Engineering, Legal.

Skills

Data-driven governance

Team leadership

Cross-functional collaboration

O2O knowledge

Education

Bachelor's degree

Tools

SQL

Python

Excel

Job description

Responsibilities

About the team With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -

• services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace. Key Responsibilities:

• Lead & develop a small team of governance & experience experts, to drive and create impactful and data-driven governance policies and strategies for US-based Local Services Dining Business.
• Reduce risks across governance areas such as merchant, listings, creators, content, and fulfillment; mitigate platform losses and incentive abuses.
• Establish policies and processes to collect and manage user feedback; and devise fulfillment and service experience strategies; across Customers, Creators and Sellers.
• Formulate and implement strategies to ensure a good business experience for Merchants and Creators, while mitigating risks.
• Collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.

; to implement measures enhancing ecosystem health.

• Monitor the health of the US Dining ecosystem through data-driven and investigative methods; respond to emergencies, conduct ad-hoc investigations, and take action as needed.

Qualifications

Minimum Qualifications:

• 5+ years of demonstrated hands‑on and in‑depth experience in driving data‑driven governance and experience programmes within O2O, Local Services, E‑commerce, strategy consulting, operations management, content risks, seller risks, seller operations, or related governance & experience programmes, e.g., regulating Merchant risks, or other O2O or trust and safety programmes.
• 3+ years of experience managing a team.
• Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross‑functional teams.
• Familiarity with O2O, E‑commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.
• Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.

Preferred Qualifications:

• Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous.

Data interpretation or analysis will be advantageous for the role.