TikTok Shop - Knowledge Strategy Program Manager, Japan

TikTok; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A global social media platform is looking for a Knowledge Strategy Program Manager to manage policy escalations and optimize case management processes. The role requires 2+ years in project management, fluency in English and Japanese, and experience in e-commerce compliance. This exciting position in Singapore offers the chance to impact global operations, working closely with cross-functional teams and ensuring high-quality service experiences in a fast-paced environment.

Qualifications

• 2+ years' working experience in project/program management.
• Track record in crafting and operationalising moderation guidelines in the tech industry.
• Familiar with e-commerce compliance requirements.

Responsibilities

• Manage high priority policy escalations across the business.
• Develop and implement Moderation Standard Operating Procedures.
• Conduct analysis and draft moderation guidelines.

Skills

Proficiency in English

Proficiency in Japanese

Project management

Stakeholder management

Problem-solving skills

Education

Bachelor's Degree in business administration or related fields

Job description

Global Operations

TikTok Shop - Knowledge Strategy Program Manager, Japan

Location: Singapore

Employment Type: Regular

Job Code: A128521

Responsibilities

About the team E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Moderation Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Knowledge Strategy Program Manager is responsible for managing, doing deep root-cause analyses, and resolving high priority policy escalations across the business. You are responsible for resolution success rates. They also build processes and initiate projects to optimize escalation and case management, and also serve as a bridge for feedback on policy implementation and process effectiveness.

• Develop and implement Moderation Standard Operating Procedures (SOP) programs with focus on the SEA & JP markets.
• Lead in regional moderation SOP design by topics such as Creator and Content, Product Listings, Sellers, Intellectual Property Rights (IPR) and deliver timely and clear updates to internal teams to enable front line operations and to deliver high quality moderation results.
• Design and align how knowledge is captured and organized to drive the best business outcomes, establish governance and ownership frameworks.
• Manage or create policy development workflows, related guidelines, updates and be the single point of contact and liaison to the overall governance and policy team and other cross functional stakeholders.
• Conduct analysis and draft existing and new moderation guidelines for sellers, products and contents with a focus on safety issues such as fraud, counterfeit products and regulated products.
• Gather insights and identify key business requirements for cross-functional teams and business partners.
• Analyze, evaluate, and overcome program risks, and produce program reports for stakeholders.
• Work with other program managers to identify risks and opportunities across multiple projects within the department.
• Work closely with quality and training teams to identify struggling areas that should be addressed through learning solutions.

Minimum Qualifications

• Bachelor's Degree in business administration, project management or policy related fields is a plus.
• Proficiency in English and Japanese (written and spoken), as the role requires regular communication with Japanese speaking stakeholders and review of Japanese language materials.
• 2+ years' working experience in project/program management.
• Track record in crafting and operationalising moderation guidelines in the tech industry.
• Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.

Preferred Qualifications

• Experience in E-Commerce or marketplace platforms.
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

Job Information

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.