Responsibilities

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
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.

E-commerce'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. As a team member of escalations, investigations and appeals operations, you will lead cases and make enforcement decisions for Tik Tok Shop. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.

Who We're Looking For
- Background in risk, fraud, abuse, or infringement, and success conducting critical, high impact, quick-turn investigations.
- You will lead investigative projects and detection mechanisms into sellers and listing activities for violations against our policies. The team will manage the entire lifecycle of detection, enforcement and appeals to detect abuse at the earliest point and close any process or policy gaps.
- Comfortable using online system tools, SOP training and knowledge of our policies to help us ensure that sellers are compliant and successful in their application, onboarding, listings and fulfillment.
- The ideal candidate has a proven track record of delivering results in a highly ambiguous and fast-moving environment.
- Support XFN teams on special investigation projects that will lead to new policy, technology and processes improvements. This will include accessing and analyzing data and working with partner teams like Fraud and Loss, Data Science and Legal to detect bad actors and bad actions.
- Experience with workflow management tools for assignments and achieving/exceedling SLAs and assigned metric daily and weekly goals.
- Maintain Tik Tok Shop's site quality by enforcing our Policy Guidelines and all required record keeping and reporting per outside regulatory guidelines.
- Take appropriate action to identify and enforce against non-compliant patterns and trends. When procedures are not available, follow established escalation paths to ensure resolution.

Qualifications

- BA or BS in business, economics, operations, accounting, finance, IT, data analytics, or related field
- Minimum of 3 years of relevant industry experience in risk or fraud investigations, risk management, regulatory compliance in e-commerce, analytics, banking, technology, or security industries
- Experience being trained on and executing SOPs and playbooks for task and qualitative activities
- Proficiency in workflow process technology, and project management

Preferred Qualifications
- Understanding of sellers ecosystem or merchandise compliance fields
- Experience in risk enforcement strategies/policy-making of E-commerce
- Proven ability to make quick, accurate decisions and deliver results on complex projects
- Strong enthusiasm to provide superb customer service to XFN stakeholders
- Excellent interpersonal skills, with the ability to communicate complex issues and recommendations clearly

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 ecommerce.accommodations@tiktok.com.