TikTok Shop - QA Strategy Program Manager

Location

London

Employment Type

Regular

Job Code

A238759B

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 optimise 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.

Qualifications

• Minimum Qualifications:
  • 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 Qualifications:
  • Advanced degree or certifications in project management or quality assurance is 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.