TikTok Local Services - Merchant & Listings Governance Program Manager

About the team: With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products - services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities: - Devise governance strategies to ensure trust and health of the Merchant and Listings ecosystem of TikTok Local Services. - Analyze issues based on data and user feedback; formulate specific governance strategies, collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; and implement measures to enhance ecosystem health. - Establish policies to govern regulatory, compliance, cultural, and promotional issues of Merchants and their offerings/ listings within TikTok Local Services; regulate risks and quality of the ecosystem. - Establish a governance strategy system across the entire lifecycle of Merchants within TikTok Local Services. - Enhance governance efficiency through measures such as onboarding, offboarding, Merchant KYC, Merchant qualifications, benefits control, funds control, account health, etc., aiming to build a fair and orderly ecosystem. - Manage risks by balancing alongside enabling growth for legitimate Merchants. Work with relevant stakeholders to understand the painpoints and growth challenges of Local Services' Merchants and the industries within which they operate. Formulate and implement strategies to ensure a good Merchant business experience while governing risks. - Monitor the health of the ecosystem through data-driven and investigative methods; respond to emergencies and conduct ad-hoc investigations as needed.

Minimum Qualifications: - 1+ years of demonstrated hands-on and in-depth experience in driving data-driven governance and experience programmes within O2O, Local Services, E-commerce, strategy consulting, operations management, content risks, seller risks, seller operations, or related governance & experience programmes, e.g., regulating Merchant risks, or other O2O or trust and safety programmes. - Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.

Preferred Qualifications: - Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous. Data interpretation or analysis will be advantageous for the role. - Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams. - Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements. - Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.