TikTok Shop - Partner Operations Program Manager, Moderation (12-Month Maternity Cover)

TikTok; London; On-site; GBP 125,000 - 150,000

Job description

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Responsibilities

About the team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Moderation Team is part of the GNE organization. Our mission is to ensure great experience and platform safety for every user of TikTok Shop. GNE Moderation is looking for a Partner Operations Program Manager.

Key Responsibilities

1. Develop and implement partner operations strategies to enhance workflows, processes, and performance metrics.
2. Ensure partners adhere to agreed SLAs, conducting regular business reviews and performance evaluations.
3. Oversee the planning and execution of multiple projects, from small-scale initiatives to large-scale E-commerce Moderation programs.
4. Drive continuous improvement by scoping tool enhancements, leveraging data analytics to optimize performance, and collaborating with cross-functional teams to maximize efficiency.
5. Identify, assess, and mitigate risks, ensuring proactive issue resolution and delivering insights through structured program reports for stakeholders.
6. Support system tool issues reported by Business Partners, coordinating troubleshooting efforts and escalating as needed.
7. Partner with internal teams to identify operational gaps, drive corrective actions, and optimize processes impacting buyers, sellers, and creators.
8. Partner with Training & Quality teams to ensure vendor staff receive ongoing coaching, upskilling, and knowledge reinforcement.

Qualifications

Minimum Qualifications
- Bachelor's degree in Business Administration, Project Management, or equivalent practical experience.
- Fluency in English (both written and spoken) is required.
- 5+ years of experience in project/program management, online moderation, or customer service, with at least 2 years in vendor operations.
- Proven track record of managing partner operations across multiple regions and driving operational improvements.

Preferred Qualifications
- Master's degree in Business Administration or related field.
- Experience in E-Commerce or marketplace platforms.
- Strong stakeholder engagement skills, able to influence decisions, facilitate complex discussions, and drive alignment at leadership levels.
- Self-driven problem solver, comfortable navigating ambiguity and proactively addressing challenges.
- Ability to analyze vendor performance trends, provide actionable insights, and drive improvement strategies.