TikTok Shop - Moderation Solutions Program Manager

TikTok Pte. Ltd.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading company in the e-commerce sector is seeking a Moderation Solution Program Manager to enhance the quality and effectiveness of moderation strategies within TikTok Shop. This role will analyze performance, implement solutions, and collaborate with various teams to ensure quality and efficiency in a fast-paced environment.

Qualifications

• 5+ years of hands-on experience in e-commerce or online safety analysis.
• Experience in Program Management or Project Management roles.
• Familiarity with E-commerce compliance requirements.

Responsibilities

• Analyze moderation quality performance and evaluate delivery quality.
• Develop a moderation solution mixing Algo, LLM model, and human moderation strategy.
• Optimize moderation strategies and adjust workflows based on data.

Skills

Coordination

Communication

Data Analysis

Education

Bachelor's Degree in business administration, operations, or project management

Job description

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.

Moderation team is looking for a Moderation Solution Program Manager role to analyze moderation quality performance, evaluate the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans. This position should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects. Responsibilities

• Collect and evaluate requirements from the Governance team.
• Develop a comprehensive moderation solution that defines the optimal mix of Algo, LLM model and human moderation strategy.
• Achieve stakeholders alignment on the cost, efficiency, and quality targets of the selected moderation strategy, ensuring sign-off from all parties.
• Prepare and raise requests to the internal Quality Assurance and SOP teams with clear targets, expectations, and performance metrics.
• Optimize moderation strategies through ongoing refinement cycles, adjusting workflows based on changing requirements and performance data.
• Partner with workforce management teams to source cost-efficient vendor sites and ensure operational efficiency.

Qualifications

Minimum Qualifications

• Bachelor's Degree in business administration, operations, or project management.
• 5+ years of hands-on and in-depth experience in e-commerce or online safety and quality analysis.
• Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
• Effective communication skills to handle communications to teams, management and cross functional stakeholders at all levels, and a proven track record of getting things done/shipping projects.
• Experience working in a dynamic, fast-moving environment where self-motivated, autonomy and self-decision making is needed (to an extent) and juggle between multi projects/tasks.

Preferred Qualifications

• Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
• Able to digest large data sets/policies in a cohesive and actionable manner.
• Experience in Program Management or Project Management roles.
• Experience working in multi-time zones, multi-culture is preferred.