Risk Operations Analyst - Governance and Experience

About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained.

Team Intro

Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for an experienced individual contributor to own customer complaint investigation in North America regions and drive cross-functional collaboration across different regions.

Responsibilities:

• Conduct deep dive analysis on customer complaints based on purchases.
• Support enforcement of policies on sellers, products, creators, and contents in North America markets with a focus on safety issues such as fraud, counterfeit products and regulated products.
• Continuously evaluate, propose, and execute improvements for existing processes and policies.
• Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions, and processes.
• Contribute to strategic growth initiatives and special projects as needed.
• Gain experience in various areas of GNE to support internal team members.

Minimum Qualifications:

• Demonstrated experience in E-commerce investigations, User Support and/or policy governance.
• Excellent coordination and communication skills across multiple cross-functional teams to build plans and projects.
• Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
• Strong written communication skills.

Preferred Qualifications:

• Literacy of internet culture and user behavior on social media preferred.
• Experience developing SOPs.
• Strong multi-tasking skills.

D&I Statement 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.

Accommodation Statement 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 https://shorturl.at/ktJP6

Data Security Statement This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.