TikTok Shop - Moderation Solutions Program Manager

TikTok Pte. Ltd.; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Moderation Solution Program Manager to enhance the moderation strategies for their e-commerce platform. This role involves analyzing performance metrics, collaborating with cross-functional teams, and developing effective moderation solutions. The ideal candidate will have a strong background in e-commerce, excellent communication skills, and the ability to manage multiple projects in a fast-paced environment. Join a dynamic team dedicated to improving user experiences and ensuring a safe online shopping environment. If you are passionate about e-commerce and data analysis, this opportunity is perfect for you.

Qualifications

• 5+ Jahre Erfahrung in E-Commerce oder Online-Sicherheit und Qualitätsanalyse.
• Ausgezeichnete Koordinations- und Kommunikationsfähigkeiten über mehrere Teams.

Responsibilities

• Entwickeln einer umfassenden Moderationslösung zur Optimierung der Qualität.
• Zusammenarbeiten mit Teams zur Sicherstellung der operativen Effizienz.

Skills

Kommunikationsfähigkeiten

Projektmanagement

E-Commerce-Analyse

Datenanalyse

Koordinationsfähigkeiten

Education

Bachelor in Betriebswirtschaft

Bachelor in Projektmanagement

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.

The 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-task, 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 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, with a proven track record of getting things done/shipping projects.
• Experience working in a dynamic, fast-moving environment where self-motivation, autonomy, and self-decision making are needed (to an extent) and juggling between multiple 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 and multi-culture is preferred.