Senior Program Manager, Regulatory Engagement, E-Commerce Compliance, EMEA in London

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.

We are looking for passionate and talented people to join our compliance team as part of our broader Governance and Experience team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

As a Program Manager in the Governance & Experience Compliance team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with cross-functional teams (Public Policy, Emergency Response, Legal, Strategy, Listings, SMT, moderation) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role in ensuring that e-commerce compliance programs are executed with a high level of quality and drive continuous improvement.

This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long-term vision of TikTok Shop's marketplace. You will help build a scalable, high-quality EMEA regulatory compliance program that ensures strong regulatory engagement, timely and accurate reporting, and effective delivery of key Compliance programs. This role will lead and shape regulatory engagements at TikTok Shop and implement programs to ensure Shop satisfies its regulatory obligations and maintains a safe shopping environment.

• Program Management: Plan, execute, and oversee business initiatives, ensuring alignment with strategic objectives and delivering measurable outcomes.
• Stakeholder Coordination: Work cross-functionally with teams such as legal, emergency response, public policy, product, operations, customer service, and marketing to align priorities, resolve roadblocks, and maintain momentum.
• Process Optimization: Identify inefficiencies in current processes and implement improvements to enhance operational effectiveness and customer experience.
• Metrics & Reporting: Define program success metrics, track progress, and provide regular updates to stakeholders through reports and dashboards.
• Risk Management: Anticipate potential risks to program execution and develop mitigation plans to ensure timely delivery.
• Customer-Centric Focus: Advocate for the customer by ensuring programs prioritise user needs and deliver meaningful improvements in experience and satisfaction.

Qualifications

• Previous experience in program management, project management, or related roles, preferably within E-commerce or technology-driven industries.
• Previous experience leading engagements with EU and UK regulators, civic organisations and consumer groups related to e-commerce, product safety, Digital Services Act, Online Safety Act, General Product Safety Regulation.
• Demonstrated ability to manage multiple projects simultaneously and prioritise tasks in a fast-paced environment.
• Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution.
• Excellent communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
• Proactive approach to identifying and solving complex problems, ensuring smooth program delivery.

Preferred Qualifications

• Bachelor's degree in Business, Economics, Data Analytics, or a related field.
• Familiarity with customer experience principles and metrics (e.g., NPS, retention rates).
• Experience working with data visualization tools (e.g., Tableau, Power BI).
• PMP (Project Management Professional) or other relevant project management certifications.

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 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 TikTok'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

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.