TikTok Shop - Moderation Program Manager

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

Job summary

TikTok is seeking a Moderation Program Manager within Global E-Commerce's Governance and Experience (GNE) to own end-to-end moderation domains and to drive governance, enforcement, and readiness across listings, sellers, and content. You will work with cross-functional partners to operationalize policies and deliver high-quality moderation outcomes in a global market.

The role emphasizes governance alignment, process optimization, and collaboration with internal teams and external partners to

Qualifications

• Bachelor's degree or above.
• Experience in e-Commerce safety, quality analysis, policy enforcement, or public policy.
• Familiar with e-Commerce compliance requirements and internet governance management, with business sensitivity and risk awareness.
• Ability to digest large data sets and policies in a cohesive and actionable manner.

Responsibilities

• Own end-to-end moderation governance, enforcement enablement, and operational readiness by driving risk management, moderation solutions, and governance alignment.
• Act as the single-threaded owner for moderation domain performance, operational quality, and governance execution across assigned domains.
• Conduct regular quality assessments, audits, and calibration sessions to evaluate moderation accuracy, identify enforcement gaps, and drive continuous improvement initiatives.
• Monitor and analyze operational metrics, root cause trends, leakage patterns, and moderation performance data to identify process gaps and recommend scalable solutions.
• Partner closely with cross-functional teams (Governance, Product, Engineering, Quality, Analytics) to ensure moderation standards, policies, and enforcement requirements are consistently implemented and operationalized.
• Lead moderation SOP design guidelines, policy operationalization frameworks and deliver timely updates, training, and communications to enable front-line moderation teams to execute consistently.
• Manage day-to-day policy development workflows, guideline updates, and stakeholder communications as the key liaison between moderation operations and governance teams.
• Support moderation solution design and operational rollout initiatives to improve moderation efficiency, scalability, and governance effectiveness.
• Participate in cross-functional projects to improve moderation systems, tooling, workflows, and operational scalability.
• Support escalations management and act as a trusted point of contact for moderation-related disputes, operational escalations, clarification requests, and stakeholder consultations

Skills

Policy enforcement

Risk management

Data analysis

Cross-functional coordination

Vendor management

Operations management

Governance design

Education

Bachelor's degree or above

Job description

Responsibilities

Global E-Commerce's Governance and Experience (GNE) organization is responsible for ensuring a safe, trustworthy, and high-quality marketplace experience for buyers, sellers, and creators across the platform. GNE Moderation ensures a safe, compliant, and trustworthy marketplace within TikTok Shop by enforcing platform policies across listings, sellers, and content. Through a combination of human expertise, machine learning, and automation, the team drives consistent moderation, mitigates platform risks, and supports a high-quality user experience across global markets.

The Moderation Program Manager will serve as the end-to-end owner for one or more assigned moderation domains (Seller, Listing, IPR, C&C, and/or Global Selling), driving moderation governance, enforcement enablement, operational readiness, and risk management across the moderation ecosystem. This role is responsible for ensuring moderation accuracy, operational excellence, governance alignment, and continuous process optimization across assigned domains. The role will work closely with cross-functional teams and external BPO partners to operationalize policies, maintain enforcement consistency, and deliver high-quality moderation outcomes in the US market.

Roles & Responsibilities

• Own end-to-end moderation governance, enforcement enablement, and operational readiness by driving risk management, moderation solutions, and governance alignment
• Act as the single-threaded owner for moderation domain performance, operational quality, and governance execution across assigned domains
• Conduct regular quality assessments, audits, and calibration sessions to evaluate moderation accuracy, identify enforcement gaps, and drive continuous improvement initiatives
• Monitor and analyze operational metrics, root cause trends, leakage patterns, and moderation performance data to identify process gaps and recommend scalable solutions
• Partner closely with cross-functional teams (Governance, Product, Engineering, Quality, Analytics) to ensure moderation standards, policies, and enforcement requirements are consistently implemented and operationalized
• Lead moderation SOP design guidelines, policy operationalization frameworks and deliver timely updates, training, and communications to enable front-line moderation teams to execute consistently
• Manage day-to-day policy development workflows, guideline updates, and stakeholder communications as the key liaison between moderation operations and governance teams
• Support moderation solution design and operational rollout initiatives to improve moderation efficiency, scalability, and governance effectiveness
• Participate in cross-functional projects to improve moderation systems, tooling, workflows, and operational scalability
• Support escalations management and act as a trusted point of contact for moderation-related disputes, operational escalations, clarification requests, and stakeholder consultations

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above
• Experience in e-Commerce safety, quality analysis, policy enforcement, or public policy
• Familiar with e-Commerce compliance requirements and internet governance management, with business sensitivity and risk awareness
• Ability to digest large data sets and policies in a cohesive and actionable manner

Preferred Qualification(s)

• Experience in e-Commerce safety, quality analysis, policy enforcement, or public policy preferably from an e-Commerce governance and social media background
• Excellent coordination and communication skills across multiple cross-functional teams to build plans and projects
• Experience in vendor management or operations management is a plus

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.