TikTok Shop – Emergency Response Management Operations Manager
Job Description
As a Global Emergency Response Operations Manager within the EMEA E-commerce Governance & Experience (GNE) team, you will play a critical role in safeguarding TikTok Shop’s marketplace. You will manage time-sensitive, high-priority incidents and escalations, partnering closely with Legal, Policy, Operations, and Product teams to mitigate legal, regulatory, reputational, and ecosystem risks.
Your work will include:
Managing cross-domain e-commerce policy escalations end-to-end.
Leading investigations and implementing containment strategies for high-priority incidents.
Developing frameworks and processes for scalable, sustainable emergency and escalation management.
Conducting trend analyses and generating actionable insights to improve TikTok Shop policies, systems, and processes.
Ensuring compliance with relevant legal and regulatory frameworks across sellers, creators, and content moderation processes.
Key Responsibilities
Incident Management: Triage and resolve time-critical escalations, mitigating risks to the platform and its community.
Process & Policy Development: Build frameworks and operational procedures for emergency management and e-commerce governance.
Data Analysis & Reporting: Monitor escalations and KPIs to produce actionable insights for future risk prevention.
Stakeholder Collaboration: Work cross-functionally with legal, policy, operations, and product teams to drive solutions.
Regulatory Compliance: Navigate global e-commerce legal and regulatory frameworks to ensure platform safety and compliance.
Requirements
Minimum Qualifications
3+ years in risk investigations, trust & safety operations, policy development, or business analytics in an online or e-commerce environment.
Experience in e-commerce legal, regulatory, safety risk management, incident/crisis management, public relations, or public policy.
Ability to independently make high-quality decisions under pressure.
Strong analytical and data-interpretation skills for decision-making.
Preferred Qualifications
Bachelor’s degree or higher.
Proven experience collaborating with global teams.
Self-driven, adaptable, and capable of working in a fast-paced environment.
Strong strategic thinking and ability to communicate complex solutions clearly in writing.
Benefits
Be part of a fast-growing global e-commerce team shaping how millions of users, creators, and sellers interact safely.
Work in a dynamic, inclusive, and innovative environment with global exposure.
Collaborate with cross-functional teams across Legal, Policy, Operations, and Product.
Opportunities for career growth, professional development, and cross-market impact.