TikTok Shop - Moderation Quality Assurance Program Manager

Responsibilities

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. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Moderation Quality Assurance Program Manager to design, streamline, and optimize our operational processes, driving improvements in overall moderation quality.

This role requires strong analytical skills to interpret data sets, identify opportunities, and recommend enhancements. Success in this position depends on the ability to apply advanced lean process methodologies, standardize workflows, and ensure our QA functions operate with efficiency and consistency at scale.

Responsibilities:
- Build, optimize, and standardize operational procedures using lean process methodologies to elevate moderation QA performance.
- Streamline and document workflows (including offline/online QA, RCA analysis, and QA analytics) and cascade them across global QA teams.
- Evaluate, prioritize, and promote process-improvement projects, serving as the process subject-matter expert.
- Oversee and support local QA operations, providing optimization insights and ensuring alignment with global standards.
- Collaborate with QA leaders and training teams to identify blockers and resolve them through process-driven solutions.
- Contribute to cross-functional projects, brainstorming initiatives, and providing recommendations from a process and QA perspective.
- Actively participate in operational and strategic projects as needed.

Qualifications

Minimum Qualification(s):
- Bachelor's degree in Business Administration, Operations, Project Management, or a related field.
- High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.
- 5+ years of hands-on experience in e-commerce, online safety, quality analysis, or a related field.
- Proven experience in program or project management roles.
- Experience with quality management tools and risk assessment methodologies.
- Excellent coordination and communication skills across multiple cross-functional teams.

Preferred Qualification(s):
- Familiarity with e-commerce compliance requirements and internet governance management.
- Ability to work independently and lead projects effectively.
- Advanced degree or certifications in project management or quality assurance is a plus.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
- Strategic thinker with a proactive approach to problem-solving.
- Strong analytical skills with the ability to interpret complex data sets and trends.