Job Description

Description

Global E-Commerce's Governance and Experience (GNE) organization is responsible for ensuring a safe, trustworthy, and high-quality marketplace experience for buyers, sellers, and creators across the platform. GNE Moderation ensures a safe, compliant, and trustworthy marketplace within TikTok Shop by enforcing platform policies across listings, sellers, and content. Through a combination of human expertise, machine learning, and automation, the team drives consistent moderation, mitigates platform risks, and supports a high-quality user experience across global markets.

The Process Program Manager is responsible for driving global moderation governance, operational frameworks, and process standardization across TikTok Shop moderation operations. This role partners closely with regional moderation teams, Governance, Product, Quality, and cross-functional stakeholders to design scalable operational processes that balance platform integrity, operational efficiency, and user experience.

Roles & Responsibilities

- Design, standardize, and maintain global moderation processes, workflows, and governance frameworks

- Drive alignment of regional moderation operations with global standards and execution guardrails

- Establish scalable operational models that support business growth and AI-driven moderation transformation

- Develop governance mechanisms, escalation frameworks, SOPs, and operational controls

- Partner with regional moderation teams to operationalize global processes and initiatives

- Collaborate with Governance, Strategy, Quality, and Operations stakeholders on process implementation and optimization

- Facilitate cross-functional alignment on operational standards, moderation workflows, and execution expectations

- Identify process gaps, operational inefficiencies, and moderation risks through data-driven analysis

- Lead process improvement initiatives focused on moderation quality, scalability, consistency, and efficiency

- Monitor process compliance, operational health, and workflow effectiveness across global markets

- Support rollout readiness and change management for new moderation capabilities and governance initiatives

- Drive operational readiness for AI-assisted moderation workflows and automation initiatives

- Partner with Product teams to translate operational pain points into scalable tooling and automation opportunities

- Support adoption of intelligent moderation solutions across regional operations

Minimum Qualification(s)

- Bachelor’s degree or equivalent experience in Business, Operations, Program Management, or related fields

- Experience managing global operations, governance, or moderation-related programs

- Strong stakeholder management and cross-functional collaboration skills

- Experience driving process transformation and operational improvement initiatives

- Strong analytical, problem-solving, and strategic thinking capabilities

- Ability to manage ambiguity and operate in fast-paced environments

Preferred Qualification(s)

- Experience working with moderation, trust & safety, governance, or platform operations is preferred

- Familiarity with AI, automation, and operational tooling ecosystems is a plus