About the Team

Tik Tok Shop is an innovative marketplace fully integrated into Tik Tok. It brings together online sellers, buyers and creators - all within Tik Tok to build a one-stop, seamless shopping experience and bringing more commerce solutions that further enable our community to discover and engage with what they love.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Global Moderation is part of the GNE organization. Our mission is to create the most trustworthy E-Commerce platform.

Roles & Responsibilities

• Manage vendors' performance, proactively detect potential risks, and take solid actions to ensure and maintain good performance.
• Responsible for the workflow of sites' moderation operation in E-Commerce, including merchant, product, content, and live streaming moderation.
• Define the scope of work they want the service provider to handle. This includes providing specific instructions, timelines, and performance metrics. Deep dive into sites' performance analysis, contribute insights, set up realistic and stretching goals and KPI metrics, and keep tracking and driving efficient actions.
• Seek improvement opportunities as process experts to help improve vendors' operation management efficiency. Timely and effective work with stakeholders such as policy teams, product & system teams, to help launch new workflows. And partner with cross-functional teams (e.g., Product and Process), to build logical operational processes and tooling investments.
• Responsible for managing teams, developing and implementing operational processes, and managing external partners. POM should also have excellent communication skills, be able to work collaboratively, and have a strong attention to detail.
• Establish communication protocols with the service provider to ensure effective communication throughout the engagement, which includes regular meetings, status updates, and feedback sessions.

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above.
• 5+ years experience in Vendor Management, BPO Operations Management.
• Experience in large-scale operations working across or coordinating with multiple domains and business units.
• Advanced knowledge of Excel/Sheets/Feishu Sheets.
• The ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also brings ideas to innovate in our day-to-day operations.

Preferred Qualification(s)

• Experience from E-Commerce or marketplace platforms is a plus.