TikTok Shop - Appeals Program Manager

Responsibilities

About the team
Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

Responsibilities:
- Lead seller and creator appeal programs related to enforcement actions taken in CRM tool.
- Adhere to established procedures and guidelines while providing quality and accurate appeal reasoning and decision in order to meet and exceed department standards.
- Support systems that handle incoming queries about seller policies and appeals, identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
- Monitor and analyze appeal trends, promptly escalate critical/ high-risk cases to the relevant team/departments.
- Providing insights and recommendations for policy/ strategy improvement in order to drive effectiveness & efficiencies.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualification(s):
- BA/BS degree or equivalent practical/relevant work experience.
- 3+ years' working experience in project/program management in a technology field.
- 2+ years' experience with customer service or content moderation appeals.
- Experience handling high profile disputes and escalations, and working cross-functionally to resolve.
- Excellent skills for communicating and relating with both team members and customers.
- Great written and verbal communication skills.

Preferred Qualification(s):
- Demonstrates analytical-thinking and high problem-solving skills.
- Familiar with e-Commerce compliance requirements and internet governance management.
- Track record in crafting and operationalizing moderation guidelines in the tech industry.
- Eager to learn, proactive and continuous improvement attitude.
- Strong work ethic and ability to work independently in a fast-paced environment.