Shop - Governance Strategy Operations Manager

About the Team:

Tik Tok Shop's Governance & Experience (GNE) team is responsible for ensuring that our platform provides a safe, trustworthy, and seamless experience for merchants, creators, partners, and users. Our mission is to build a resilient e-Commerce ecosystem through strong governance frameworks, operational excellence, and cross-functional collaboration.

Responsibilities:

• Own and drive governance initiatives for the Thailand market from scoping through rollout, with project delivery as the primary focus.
• Translate Thailand business priorities into tangible on-the-ground governance projects — for example, launching Thailand-specific categories governance framework or other market-specific initiatives that complement the work of central and regional teams.
• Lead end-to-end project management across planning, milestone tracking, risk management, rollout readiness, and post-launch follow-up, while coordinating closely with XFN partners.
• Execute product compliance and risk governance processes in Thailand, ensuring implementation remains aligned with regulatory requirements and platform policies, and identifying opportunities to improve automation, scalability, and operational effectiveness.
• Translate complex governance policies and regulatory requirements into clear, accessible language for internal stakeholders.
• Serve as the primary GNE point of contact for Thailand; navigate competing priorities and pushback, propose workable alternatives, and drive alignment.
• Build structured feedback loops between Ops teams and regional GNE, Product, and partner teams so that frontline insights, implementation pain points, and market-specific needs are surfaced and acted on in a timely manner.
• Drive governance adoption through clear change communication, training, and enablement, helping teams understand not only what is changing, but why it matters and how to execute effectively. Communicate governance changes and their business impact clearly across functions, and influence decisions across stakeholders without direct authority.
• Monitor key governance metrics for the Thailand market using existing datasets and reporting tools; translate data findings into concrete, prioritised action plans.
• Design and implement data-driven policies and operational workflows in collaboration with XFN team such as RD, Product, Moderation, Service and Operations teams; Develop feedback loops to continuously measure the effectiveness of governance interventions.

Requirements:

• Minimum Qualification(s)

• Relevant experience in risk governance, compliance operations, data analytics, or program management in e-Commerce or tech.

• Strong analytical skills: demonstrated ability to surface insights from large, complex datasets and turn them into governance actions.

• Ability to communicate and simplify complex policies to diverse, non-technical audiences.

• Proven cross-functional project management and stakeholder alignment experience.

• High integrity and strong ethical standards; comfortable raising concerns and holding a principled position.

• Preferred Qualification(s)

• Background in Computer Science or Data Science is a plus; proficiency in leveraging AI tools (e.g. for data analysis, workflow automation, or content review) to enhance productivity and decision-making is highly valued.

• Experience in marketplace governance, seller/creator operations, or Trust & Safety.

• Familiarity with GNE workflows, risk detection systems, or compliance frameworks.

• Entrepreneurial mindset; comfortable with ambiguity in a fast-moving environment.

• Experience building or optimising operational workflows at scale.