At a Glance
- Tasks: Manage appeal processes and improve systems for a safe e-commerce experience.
- Company: Join TikTok, a leading platform for creativity and connection.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Dynamic role with opportunities to innovate and drive improvements.
- Why this job: Make an impact in a fast-paced environment while collaborating with global teams.
- Qualifications: Strong analytical skills, Chinese proficiency, and experience in stakeholder management.
The predicted salary is between 60750 - 74250 £ per year.
Overview
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators.
We value user satisfaction and work on policies, rules and systems to ensure quality.
Moderation Team is part of the GNE organization.
Our mission is to provide world-class service and experience for customers, sellers and creators.
The moderation team is looking for an Appeal Program Manager with a background to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers.
This position will develop, standardize, and enhance processes to drive efficiency and scalability for Appeal Service.
Responsibilities
- Oversee all facets of EMEA regional business operations, encompassing end-to-end monitoring of appeal performance across the region, proactive stakeholder management, preparation and presentation of business review reports, and timely handling of ad-hoc requests from stakeholders.
- Monitor and drive EMEA appeal KPIs, ensuring strict adherence to appeal handling accuracy standards and SLA targets.
- Continuously deliver actionable business insights to the governance team, supporting the refinement and optimization of their governance strategies.
- Manage appeal-specific projects throughout their lifecycle, ensuring on-time delivery of results in line with objectives.
- Respond promptly to ad-hoc requests and inquiries from cross-functional teams, with a focus on precision and efficiency in resolution.
Qualifications
Minimum Qualifications
- Strong analytical and business acumen: Demonstrated experience in identifying actionable opportunities by interpreting and analyzing diverse metrics and measurements.
The candidate should have BA related working experience.
- Solid technical proficiency: Ability to collaborate effectively with Software Development Engineers (SDEs) and Product Managers, contributing to the design and implementation of technical solutions for appeal-related challenges.
- Stakeholder management: Proven capability to lead and drive cross-functional stakeholders toward large-scale improvements, program execution, and collaborative initiatives.
- High adaptability and responsiveness: Flexibility to work across time zones and promptly address ad-hoc requests with efficiency.
- Chinese proficiency is a must, in order to closely partner with cross-border merchants and internal stakeholders from China.
Preferred Qualifications
- Experience in the e Commerce industry is a plus.
- Experience in Quality Assurance under customer service environment is a plus.
- Detail oriented, experience with KPIs and quality
- Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i. e. proficient in Excel and able to structure / analyze dashboards).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- About Tik Tok
Tik Tok is the leading destination for short-form mobile video.
At Tik Tok, our mission is to inspire creativity and bring joy.
Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of Tik Tok's mission.
Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible.
Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people.
We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company.
Every challenge is an opportunity to learn and innovate as one team.
We\'re resilient and embrace challenges as they come.
By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users.
When we create and grow together, the possibilities are limitless.
Join us.
Diversity & Inclusion
Tik Tok 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 Tik Tok, 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.
Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop in London employer: TikTok Inc.
At TikTok, we pride ourselves on being a dynamic and innovative employer that fosters creativity and collaboration in the heart of London. Our inclusive work culture encourages personal and professional growth, offering employees the chance to thrive in a fast-paced environment while contributing to a mission that inspires joy and connection globally. With a commitment to diversity and a focus on meaningful impact, joining our team means being part of a community that values your unique perspective and empowers you to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop in London
✨Get to Know Your E-commerce Community
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We think you need these skills to ace Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop in London
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at TikTok Inc., make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
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Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at TikTok Inc.. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at TikTok Inc.
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In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that TikTok Inc. uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
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✨Engage in a Conversational Style
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