TikTok Shop - Moderation Program Manager

Responsibilities

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 Moderation Program Manager will serve as the end-to-end owner for one or more assigned moderation domains (Seller, Listing, IPR, C&C, and/or Global Selling), driving moderation governance, enforcement enablement, operational readiness, and risk management across the moderation ecosystem. This role is responsible for ensuring moderation accuracy, operational excellence, governance alignment, and continuous process optimization across assigned domains. The role will work closely with cross-functional teams and external BPO partners to operationalize policies, maintain enforcement consistency, and deliver high-quality moderation outcomes in the US market.

Roles & Responsibilities

• Own end-to-end moderation governance, enforcement enablement, and operational readiness by driving risk management, moderation solutions, and governance alignment
• Act as the single-threaded owner for moderation domain performance, operational quality, and governance execution across assigned domains
• Conduct regular quality assessments, audits, and calibration sessions to evaluate moderation accuracy, identify enforcement gaps, and drive continuous improvement initiatives
• Monitor and analyze operational metrics, root cause trends, leakage patterns, and moderation performance data to identify process gaps and recommend scalable solutions
• Partner closely with cross-functional teams (Governance, Product, Engineering, Quality, Analytics) to ensure moderation standards, policies, and enforcement requirements are consistently implemented and operationalized
• Lead moderation SOP design guidelines, policy operationalization frameworks and deliver timely updates, training, and communications to enable front-line moderation teams to execute consistently
• Manage day-to-day policy development workflows, guideline updates, and stakeholder communications as the key liaison between moderation operations and governance teams
• Support moderation solution design and operational rollout initiatives to improve moderation efficiency, scalability, and governance effectiveness
• Participate in cross-functional projects to improve moderation systems, tooling, workflows, and operational scalability
• Support escalations management and act as a trusted point of contact for moderation-related disputes, operational escalations, clarification requests, and stakeholder consultations

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above
• Experience in e-Commerce safety, quality analysis, policy enforcement, or public policy
• Familiar with e-Commerce compliance requirements and internet governance management, with business sensitivity and risk awareness
• Ability to digest large data sets and policies in a cohesive and actionable manner

Preferred Qualification(s)

• Experience in e-Commerce safety, quality analysis, policy enforcement, or public policy preferably from an e-Commerce governance and social media background
• Excellent coordination and communication skills across multiple cross-functional teams to build plans and projects
• Experience in vendor management or operations management is a plus