Shop - Emergency Response Management Lead

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:

• Lead regional emergency response and crisis management operations for high-severity and high-visibility incidents impacting Tik Tok Shop.
• Act as the primary escalation lead, coordinating cross-functional stakeholders to drive timely incident resolution and risk mitigation.
• Develop and optimize emergency response frameworks, escalation protocols, and incident management processes across regional operations.
• Partner closely with business and country operations teams to identify operational pain points and implement scalable solutions.
• Conduct root-cause analysis and post-incident reviews to identify preventive measures and improve operational readiness.
• Drive alignment across Operations, Legal, Public Policy, Communications, Product, and cross-functional teams during crisis situations.
• Monitor emerging operational, regulatory, and reputational risks, providing actionable recommendations to leadership teams.
• Provide clear and effective executive-level communication during fast-moving incidents.

Requirements:

Minimum Qualification(s):

• 5 years of experience in emergency management, crisis management, incident response, trust & safety operations, risk management, or related governance functions.

• Proven experience managing high-visibility incidents in e-commerce, technology companies, consulting firms, or government/public sector organizations.

• Strong stakeholder management and cross-functional collaboration skills, with the ability to drive alignment across regional and global teams.

• Strong communication and executive presentation skills, with the ability to operate effectively in ambiguous and fast-paced environments.

• Experience developing operational processes, escalation frameworks, or incident management programs at scale.

• Strong business acumen and experience partnering with business operations teams.

• Preferred Qualifications

• Experience in e-commerce, technology platforms, public safety, law enforcement, regulatory operations, or government emergency response organizations.

• Experience handling regulatory escalations, reputational risk management, or public safety incidents.

• Strong analytical and problem-solving skills, including experience conducting root-cause analysis and risk assessments.

• Experience working in global organizations with complex cross-regional stakeholder management.

• Ability to highly organize during rapidly evolving crisis situations.