TikTok
TikTok Shop - QA Strategy Program Manager
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Responsibilities
As the Moderation QA Strategy Operations Program Manager, you will be responsible for developing and implementing strategies to ensure high-quality moderation across our platform. This role combines strategic planning, quality assurance, and project management to optimize moderation processes, enhance policy implementation, and improve overall service delivery. You will work closely with cross-functional teams to analyze data, identify trends, and implement action plans that elevate moderation quality and user experience.
Key Responsibilities:
- Develop and execute strategies to enhance moderation quality and policy effectiveness. Utilize quality management tools to identify and address inefficiencies in moderation policies.
- Analyze complex data sets to identify trends, assess performance, and provide actionable insights. Design and present data-driven insights to guide decision-making.
- Deeply understand and manage Intellectual Property Rights moderation guidelines. Collaborate with policy teams to develop and refine quality inspection standards and moderation strategies.
- Work closely with Product Managers, Engineers, Legal teams, Customer Support, and other stakeholders to align moderation strategies with platform features and policies. Develop training materials and support moderation teams.
- Lead end-to-end quality improvement programs from conceptualization through execution and measurement.
- Manage cross-functional projects focused on enhancing moderation accuracy, efficiency, and policy compliance.
- Own and independently deliver end-to-end QA programs from scoping, planning, execution, to delivery. Initiate, lead, and guide programs aimed at enhancing moderation efficiency and quality and identify opportunities for improvement and provide business requirements (BRDs).
- Build and optimize the current operational procedures, using advanced lean process methodology to improve our QA functions in order to improve overall e-Commerce moderation quality.
- Navigate through complexity and ambiguity. Successful cross-functional collaboration and act as a bridge between moderation and other business units.
- Evaluate and improve moderation processes, tools, and methodologies to increase efficiency and effectiveness. Introduce automation and tooling enhancements that reduce manual effort and improve efficiency.
- Lead efforts to ensure high-quality moderation delivery by working with BPO partners and collaborating with QA market leaders and teams to refine moderation processes and policies.
- Create and deliver high-quality documentation, status reports, and presentations to drive visibility and alignment across various stakeholders. Model communication best practices, implement cross-team discussions, and foster collaborative problem-solving.
- Support global quality project delivery and governance across human and machine moderation for overall E2E operational excellence.
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Qualifications
Minimum Qualification(s):
- Bachelor’s degree in Business Administration, Operations, Project Management, or a related field.
- Experience in e-commerce, online safety, quality analysis, or a related field. Proven experience in program or project management roles.
- Strong analytical skills with the ability to interpret complex data sets and trends.
- Excellent coordination and communication skills across multiple cross-functional teams.
- Strategic thinker with a proactive approach to problem-solving.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
Preferred Qualification(s):
- Advanced degree or certifications in project management or quality assurance are a plus.
- Deep understanding of moderation guidelines and strategies, including intellectual property rights and content policies.
- Experience with quality management tools and risk assessment methodologies.
- Familiarity with e-Commerce compliance requirements and internet governance management.
- Ability to work independently and lead projects effectively.
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About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity, and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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