Job Description

About the team:

With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products - services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities:

- Act as the bridge between Policy and BPO teams, translating policy requirements into scalable training materials and programs to ensure compliance with Moderation, Labeling, and Service standards.

- Design and implement intake-to-delivery SOPs, ensuring accurate tracking of policy updates and effective rollout to BPO teams.

- Resolve BPO case inquiries by clarifying policy ambiguities and partnering with Policy teams to refine guidelines and improve implementation.

- Develop and execute statistically sound QA frameworks and audits to monitor BPO accuracy, quality, and SLA adherence.

- Conduct structured case reviews to identify policy or process gaps, and drive improvements with Policy and Product stakeholders.

- Partner cross-functionally (Policy, Product, BPO) to continuously enhance training, QA, and operational processes.

- Perform root cause analyses on performance gaps and implement targeted actions to improve BPO outcomes.