TikTok Shop - Global Response Program Manager

Responsibilities

About Us
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
eCommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

About the team
TikTok Shop's Governance & Experience (GNE) team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our merchants, creators and community. Our mission is to provide world-class service and experience for customers, sellers and creators.
As a Global Response Program Manager within GNE, you will play an impactful role in building and implementing global business-critical programs that enable TikTok Shop to keep our platform safe, secure and in compliance with local laws. You will lead global cross-functional external & internal programs in close partnership with Legal, Policy, Operations and Product teams to proactively mitigate legal, regulatory, reputational, safety and ecosystem risks to TikTok Shop. You will be proficient in building and supporting internal & external partnerships, creating forums to inform TikTok Shop policies and products. You will need to move fast, demonstrate innovation and entrepreneurship, and an ability to drive impact, bringing together diverse groups to achieve business goals.
Responsibilities
- Lead global cross-functional GNE programs, leveraging technical expertise to identify and analyze risks, to synthesize business, technical, and regulatory requirements, and to deliver measurable impact.
- Articulate complex TikTok Shop strategies in a clear cohesive manner and align technical and non-technical stakeholders, across many disciplines and diverse regions/work cultures, behind them.
- Drive global cross-functional teams towards effective execution and delivery of key projects, and define new operational strategies for the implementation of external & internal feedback (including subject matter experts, project sponsors, and operational resources across multiple teams).
- Create & maintain project plans and roadmaps in accordance with organizational priorities, define delivery methodologies, and drive project execution & tracking.
- Collaborate with internal teams to synchronize global TikTok Shop narratives & strategies to boost media and digital literacy efforts on- and off-app across issue verticals and develop success metrics to evaluate impact.
- Manage executive leadership communications and reporting, distilling critical updates on program status, risks/issues, business impact, and recommendations.
- Occasional Travel to manage stakeholders and projects.

Qualifications

Minimum Qualifications
- BA/BS degree with 5+ years experience in cross-functional program management and strategic outreach, engagement or communication, preferably in e-commerce, online operations, trust & safety, consulting, business analytics, or intelligence research environments.
- Ability to demonstrate critical thinking and thought leadership, and capacity to adapt and thrive in fast-paced work environments with rapidly shifting landscapes and priorities
- Proven ability to own and be accountable for driving and overseeing multiple complex, cross-functional technical programs from initiation to delivery at scale.
- Strong communication background for technical and non-technical audiences and the ability to synthesize complex concepts into easily understandable narratives.
- Experience solving cross-functional problems, analyzing and translating data to make recommendations and to drive actionable business decisions. Data interpretation is required in this role.

Preferred Qualifications
- Experience in and/or demonstrable knowledge of e-commerce legal/regulatory/safety risk management, public relations, or public policy is highly preferred.
- Understanding of global & regional e-commerce