Tiktok E-commerce

5 days ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. We are looking for Seller Risk Management and Programmes Analyst to join our team and implement policies, serve as a bridge for feedback on policy implementation and process effectiveness, success rates, as well as lead improvement programmes.

**Responsibilities**:
1. Responsible for monitoring seller performance dashboards and key metrics to diagnose and solve problems across the seller lifecycle.
2. Investigate sensitive and critical escalations, review and enforce our strategies and TikTok Shop policies, taking into account our rules, business impact, and local market conditions.
3. Gather and analyze data and trends to recommend policy, process, and product improvements.
4. Manage incoming queries about seller policies, and work with XFN teams to handle seller appeals.
5. Localize policies and strategies to take into account local country nuances. Convert policies into implementable rules and SOPs that can support at-scale enforcement, e.g. by automation, moderators, customer service agents etc.
6. Develop internal training materials and and provide policy training.
7. Work directly with Strategy and Policy Implementation Managers to conduct root cause analyses on problematic trends/ escalations, document findings, and make suggestions for policy/ strategy improvements.
8. Conduct research for seller policies, from hypothesis generation, gathering and analysing large datasets to draw out key insights, to conducting interviews/ surveys with sellers.
9. As a country advocate, you will identify country, language and cultural insights and work with teams to inform policy and strategy.
10. You may support other special projects as required.

**Qualifications**:
1. Bachelor's degree or above.
1. Bachelor's degree or above.
2. 1-2 years of hands on and in-depth experience in e-commerce governance and implementation, or online operations and escalation environment, or research.
3. Strong ability to analyze, manipulate, and identify insights from quantitative and qualitative data. Data interpretation is required in this role. Experience with analytical tools (eg. SQL/ Excel/ Python) is a plus.
4. Demonstrated analytical-thinking and problem-solving.
5. Experience managing projects and coordinating with different cross-functional regional partners.
6. Strong work ethic and ability to work independently in a fast-paced environment.
7. Demonstrated ability to navigate successfully within ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment.
8. Bahasa Melayu and English oral and written communication skills, including the ability to propose complex solutions and explanations in writing.

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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