Appeal Program Manager (Chinese Speaker), EMEA Moderation, TikTok Shop
Job Description
TikTok is the world’s leading destination for short-form mobile video, inspiring creativity and bringing joy to over a billion users worldwide. Our E-Commerce Governance and Experience (GNE) team is dedicated to creating a safe, trustworthy, and seamless marketplace for buyers, sellers, and creators. Within this ecosystem, the Moderation Team plays a critical role in ensuring quality and fairness across our platform.
We are looking for a highly analytical and proactive Appeal Program Manager to join our EMEA team. This role offers a unique opportunity to build and standardize appeal processes, improve operational efficiency, and influence the overall governance strategy of TikTok Shop. You will collaborate with cross-functional teams, including product, engineering, and regional stakeholders, to drive impactful improvements that enhance both internal and external user experiences.
This is an exciting opportunity for professionals who thrive in a fast-paced, data-driven environment and want to shape the future of e-commerce operations on a global scale. If you have strong problem-solving skills, an eye for detail, and a passion for improving processes, this role is perfect for you.
Key Responsibilities
Oversee EMEA regional business operations for appeal processes, ensuring end-to-end monitoring and reporting.
Track and manage appeal KPIs, ensuring compliance with accuracy standards and SLA targets.
Provide actionable insights and recommendations to the governance team to optimize strategies and processes.
Manage appeal-related projects throughout their lifecycle, delivering results on time and in alignment with objectives.
Respond promptly to ad-hoc requests and inquiries from cross-functional teams, maintaining accuracy and efficiency.
Collaborate with Software Development Engineers (SDEs) and Product Managers to design technical solutions for appeal-related challenges.
Partner with cross-border merchants and stakeholders, particularly in China, to align processes and drive improvements.
Requirements
Minimum Qualifications:
Bachelor’s degree or equivalent experience in a related field.
Strong analytical and business acumen, with the ability to interpret data and identify actionable opportunities.
Solid technical proficiency and experience working with SDEs and product teams.
Proven stakeholder management skills, capable of leading cross-functional initiatives.
High adaptability, with the ability to work across time zones and respond to urgent requests efficiently.
Fluency in Chinese and English (written and spoken) for effective collaboration with cross-border teams.
Preferred Qualifications:
Experience in e-commerce or quality assurance within customer service operations.
Detail-oriented with experience tracking KPIs and process quality.
Strong problem-solving skills and data-driven decision-making, proficient in Excel and dashboard analysis.
Excellent written and verbal communication skills for coordinating complex projects across multiple stakeholders.
Benefits
Competitive monthly salary and performance-based incentives.
Career growth opportunities within a global, fast-growing tech company.
Exposure to international operations and cross-functional collaboration.
Training and development programs to strengthen professional skills.
Supportive and inclusive work environment that values diverse perspectives.
Opportunity to directly impact the e-commerce ecosystem and user experience on a global platform.