TikTok Shop - SOP Program Manager (German Speaking), EMEA Moderation

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Responsibilities

About TikTok
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 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. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

SMT is looking for a German-speaking SOP Program Manager within the EMEA Moderation team.

Roles & Responsibilities

1. Develop and implement Moderation Standard Operating Procedures (SOP) programs with focus on the German-speaking Market.
2. Lead in country moderation SOP design and deliver timely and clear updates to internal teams to enable front line operations and to deliver high quality moderation results.
3. Manage day-to-day policy development workflows, related guidelines, updates and be the single point of contact and liaison to the overall governance and policy team and other cross functional stakeholders.
4. Conduct analysis and draft existing and new moderation guidelines for sellers, products and contents with a focus on safety issues such as fraud, counterfeit products and regulated products.
5. Gather insights and identify key business requirements for cross-functional teams and business partners.
6. Analyze, evaluate, and overcome program risks, and produce program reports for stakeholders.
7. Work with other program managers to identify risks and opportunities across multiple projects within the department.
8. Work closely with quality and training teams to identify struggling areas that should be addressed through learning solutions.

Qualifications

Minimum Qualifications
- Bachelor's Degree in business administration, project management, or policy-related fields.
- Fluency in English and German, both written and spoken, is required for this role to work with clients and partners.
- Minimum of 3 years working experience in policy enforcement/project management/program management.
- Track record in crafting and operationalizing moderation guidelines in the tech industry.
- Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.

Preferred Qualifications
- Master's degree in business administration or policy-related fields.
- Experience in E-Commerce or marketplace platforms.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.