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 Global Moderation Product and Cost Optimization Program Manager is responsible for driving sustainable scaling, workforce efficiency, and operational cost optimization across global moderation operations, while also leading global moderation governance, operational frameworks, and process standardization. This role partners closely with Moderation, Process, Product, Quality, Finance, Vendor Management, Governance, and regional stakeholders to design scalable operational processes and ensure moderation operations are strategically resourced, operationally efficient, and financially sustainable — balancing platform integrity, operational efficiency, and user experience while supporting business growth.

Roles & Responsibilities

- Define and drive moderation product strategy, roadmap priorities, and feature requirements aligned with operational needs

- Gather business requirements from moderation, governance, and operational stakeholders and translate them into Business Requirement Documents (BRDs) and PRDs

- Prioritize product initiatives based on business impact, operational scalability, and platform risk mitigation

- Partner with Product, R&D, and Data Science teams to drive timely delivery of moderation tooling, AI-assisted capabilities, and automation solutions

- Manage implementation timelines, dependencies, launch readiness, and stakeholder alignment across product initiatives

- Support global rollout planning and adoption strategies for moderation tooling enhancements

- Conduct operational audits of BPOs, including billing verification, settlement accuracy

- Own moderation cost tracking, forecasting, budgeting, and financial governance across internal operations, vendors, and outsourcing programs

- Identify cost-saving opportunities while maintaining moderation quality and operational effectiveness

- Drive automation initiatives to optimize BPO audit processes, reducing manual effort and improving audit efficiency and accuracy

- Develop frameworks and metrics to measure audit performance, cost efficiency, and ROI from product and automation investments

- Partner with Finance, Vendor Management, and leadership on budget planning, operational investment prioritization, and vendor performance reviews

Minimum Qualification(s)

- Bachelor's degree or equivalent experience in Product Management, Program Management, Business, Finance, Operations, or related fields

- Experience managing global product programs combined with cost auditing, financial governance, or vendor management initiatives; and conducting operational audits of BPOs or vendors, including billing, settlement, and performance validation

- Strong experience writing BRDs/PRDs and managing product delivery lifecycles end-to-end

- Strong analytical and financial modeling capabilities, with the ability to synthesize operational and financial data into strategic recommendations

- Experience driving automation or process optimization initiatives that reduce manual operational effort

- Strong stakeholder management and cross-functional leadership skills across Product, Engineering, Finance, and Operations teams

- Ability to manage competing priorities in fast-paced environments with a 50/50 product and cost focus

Preferred Qualification(s)

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

- Familiarity with AI, machine learning, and automation ecosystems is a plus