Job Description

About the team

TikTok Shop's Governance & Experience (GNE) team is responsible for ensuring that our platform provides a safe, trustworthy, and seamless experience for merchants, creators, partners, and users. Our mission is to build a resilient e-commerce ecosystem through strong governance frameworks, operational excellence, and cross-functional collaboration.

Responsibilities

- Lead regional emergency response and crisis management operations for high-severity and high-visibility incidents impacting TikTok Shop.

- Act as the primary escalation lead, coordinating cross-functional stakeholders to drive timely incident resolution and risk mitigation.

- Develop and optimize emergency response frameworks, escalation protocols, and incident management processes across regional operations.

- Partner closely with business and country operations teams to identify operational pain points and implement scalable solutions.

- Conduct root-cause analysis and post-incident reviews to identify preventive measures and improve operational readiness.

- Drive alignment across Operations, Legal, Public Policy, Communications, Product, and cross-functional teams during crisis situations.

- Monitor emerging operational, regulatory, and reputational risks, providing actionable recommendations to leadership teams.

- Provide clear and effective executive-level communication during fast-moving incidents.