TikTok Local Services - Merchant & Listings Governance

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.
In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programs that enable a safe, trustworthy and thriving international marketplace.
- Devise governance strategies to ensure trust and health of the Merchant and Listings ecosystem of TikTok Local Services
- Analyze issues based on data and user feedback; formulate specific governance strategies, collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; and implement measures to enhance ecosystem health
- Establish policies to govern regulatory, compliance, cultural, and promotional issues of Merchants and their offerings/ listings within TikTok Local Services; regulate risks and quality of the ecosystem.
- Ensure that Merchants do not engage in risky or fraudulent behavior on the platform, and provide acceptable product offerings and service standards to customers
- Establish a governance strategy system across the entire lifecycle of Merchants within TikTok Local Services.
- Enhance governance efficiency through measures such as onboarding, off-boarding, Merchant KYC, Merchant qualifications, benefits control, funds control, account health, etc., aiming to build a fair and orderly ecosystem
- Manage risks by balancing alongside enabling growth for legitimate Merchants. Work with relevant stakeholders to understand the pain-points and growth challenges of Local Services' Merchants and the industries within which they operate. Formulate and implement strategies to ensure a good Merchant business experience while governing risks
- Monitor the health of the ecosystem through data-driven and investigative methods; respond to emergencies and conduct ad-hoc investigations as needed
Qualifications
Minimum Qualifications:
- 5 years of demonstrated hands-on and in-depth experience in driving data-driven anti-fraud and governance and experience programs within O2O, Local Services, E-commerce, strategy consulting, operations management, seller risks, seller operations, or related governance & experience programs, e.g., regulating Merchant Risks
- Utilizing querying and analytical tools, and conducting data analysis Data interpretation or analysis is required for this role.
- Strategic thinking, as well as program management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams
- Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements
- Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment
Preferred Qualifications:
- Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields
- SQL, Python is a plus
- Proficiency in Mandarin to facilitate the calibration between global teams, given the need to develop or review policies, content, or compliance documents in certain relevant languages
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at