E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience.
The GNE team plays a critical role in shaping TikTok's e-Commerce ecosystem. In this role, you will design and implement seller performance policies across areas such as onboarding, service quality, and fund management. You ll also lead strategies to align business insights with partner feedback, translating them into actionable recommendations that enhance the end-to-end purchase experience.
This position is both strategic and operational - you will drive programs to reduce seller-related risks (e.g., high cancellation rates, late shipments, and policy violations), while balancing enforcement with a positive seller experience. You'll also be responsible for building frameworks to detect emerging seller abuse, respond to regulatory inquiries, and improve key metrics related to seller education, compliance, and intellectual property rights. Success in this role means developing scalable governance capabilities, supporting regional teams globally, and making TikTok the e-Commerce platform of choice for merchants, creators, and affiliates.
Responsibilities:
- Develop seller performance policies across onboarding, service quality, and fund management through benchmarking and seller profile analysis.
- Create intelligence and insight strategies by analyzing business data and seller satisfaction metrics.
- Build global governance capabilities, including monitoring mechanisms and support structures, to help regional teams meet performance targets.
- Translate seller experience insights into cross-functional action plans and support communication across teams.
- Deliver innovative, end-to-end solutions that enhance seller satisfaction, streamline operations, and reduce friction in the seller journey.
- Analyze key cost drivers to identify sustainable strategies for third-party sellers.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders.
- Manage prioritization and trade-offs among customer and seller experience.
- Coach and provide guidance to regional teams to ensure seller satisfaction metrics are improving.
- Report business outcomes and seller impact to leadership through clear, data-backed presentations and recommendations. Minimum Qualification(s):
- Bachelor s degree or equivalent practical experience.
- Experience in e-Commerce or marketplace platforms.
- 5+ years of experience in program management or related roles, with strong problem-solving skills, adaptability, and a proven ability to drive impact through cross-functional collaboration.
- Strong passion for delivering excellent partner and customer experiences, with the ability to design and implement effective governance KPIs.
- Proven skills in project design, clear communication, and change management.
- Ability to balance customer experience and business growth while driving planning and execution in a global environment.
- In this role, you will be collaborating extensively with partner teams and directly presenting to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the key seller governance initiatives. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.
Preferred Qualification(s):
- Demonstrated ability to influence and advocate across teams and levels, even without direct ownership.