TikTok Shop - Appeals Program Manager

About the team Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

Responsibilities: - Lead seller and creator appeal programs related to enforcement actions taken in CRM tool. - Adhere to established procedures and guidelines while providing quality and accurate appeal reasoning and decision in order to meet and exceed department standards. - Support systems that handle incoming queries about seller policies and appeals, identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. - Monitor and analyze appeal trends, promptly escalate critical/ high-risk cases to the relevant team/departments. - Providing insights and recommendations for policy/ strategy improvement in order to drive effectiveness & efficiencies. - Support ad-hoc projects and initiatives per business needs.