TikTok Local Services - Merchant & Listings Governance Program Manager

TikTok Inc.; Los Angeles (CA); On-site; USD 103,000 - 144,000; Full time

Job summary

TikTok Local Services is seeking a Governance & Experience professional to design and implement end-to-end governance programs for merchants and listings. You will work with cross-functional teams to enhance ecosystem health, manage regulatory compliance, and drive trust across the international marketplace.

With a focus on onboarding/offboarding, KYC, and risk mitigation, you will help merchants thrive while maintaining safety and quality standards.

Qualifications

• 1+ years in data-driven governance and experience programmes.
• Strong Bachelor’s degree in a quantitative field such as Mathematics, Statistics, Engineering or Data Analytics.

Responsibilities

• Devise governance strategies to ensure trust and health of the Merchant and Listings ecosystem.
• Analyze issues based on data and user feedback; collaborate with cross-functional teams (Algorithm, Product, Engineering, Legal).
• Establish policies to govern regulatory, compliance, cultural, and promotional issues of Merchants and listings.
• Establish a governance strategy system across the lifecycle of Merchants within Local Services.
• Enhance governance efficiency through onboarding, KYC, merchant qualifications, and funds control.
• Balance risks with enabling growth for legitimate Merchants and understand pain points across industries.
• Monitor ecosystem health using data-driven methods and respond to emergencies.

Skills

Data analysis

Governance strategy

Cross-functional collaboration

Communication

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.

• 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.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $102600 - $143640 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

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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.

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.

• 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, preferable 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.