TikTok Local Services - Merchant & Listings Governance Program Manager

TikTok; Los Angeles (CA); On-site; USD 72,000 - 122,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid parental leave

Paid holidays

Paid sick days

Paid Personal Time

Job summary

TikTok Local Services is hiring for a governance-focused role to protect the health of its Merchant and Listings ecosystem. You will collaborate with Algorithm, Product, Engineering, and Legal teams to implement strategies and policies across the merchant lifecycle.

The role emphasizes data analysis, cross-functional coordination, and regulatory/compliance oversight to balance risk with growth in a fast-paced environment.

Qualifications

• Experience driving data-driven governance and experience programmes in relevant sectors.
• Strong quantitative background and ability to translate data into governance actions.
• Ability to influence cross-functional teams and manage complex projects.

Responsibilities

• Devise governance strategies to ensure trust and health of the Merchant and Listings ecosystem.
• Analyze issues based on data and feedback; collaborate with cross-functional teams and implement measures.
• Establish policies for regulatory, compliance, cultural, and promotional issues of Merchants.
• Create governance strategy across merchant lifecycle within TikTok Local Services.
• Enhance governance efficiency through onboarding, KYC, and permissions controls.
• Manage risks while enabling legitimate Merchant growth; work with stakeholders to address pain points.
• Monitor ecosystem health using data-driven methods; conduct investigations as needed.

Skills

Governance experience

Data analysis

Cross-functional collaboration

Communication skills

Education

Bachelor's degree or higher

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 healthy 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.

Responsibilities:

• Devise governance strategies to ensure trust and health of the Merchant and Listings ecosystem of TikTok Local Services.
• Analyze issues based on data and user feedback; formulate specific governance strategies, collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; and implement measures to enhance ecosystem health.
• Establish policies to govern regulatory, compliance, cultural, and promotional issues of Merchants and their offerings/ listings within TikTok Local Services; regulate risks and quality of the ecosystem.
• Establish a governance strategy system across the entire lifecycle of Merchants within TikTok Local Services.
• Enhance governance efficiency through measures such as onboarding, offboarding, Merchant KYC, Merchant qualifications, benefits control, funds control, account health, etc., aiming to build a fair and orderly ecosystem.
• Manage risks by balancing alongside enabling growth for legitimate Merchants. Work with relevant stakeholders to understand the painpoints and growth challenges of Local Services' Merchants and the industries within which they operate. Formulate and implement strategies to ensure a good Merchant business experience while governing risks.
• Monitor the health of the ecosystem through data-driven and investigative methods; respond to emergencies and conduct ad-hoc investigations as needed.

Qualifications

Minimum Qualifications:

• 1+ 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.
• Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.

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.
• 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.

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.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $72200 - $121600 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.