Moderation Program Manager - TikTok Shop

About the Role

The Governance and Experience team within TikTok's Global E-Commerce ensures a secure, reliable, and high-quality shopping environment for buyers, sellers, and creators. Focused on TikTok Shop moderation, this team combines human expertise with machine learning and automation to enforce platform policies for listings and sellers, safeguarding marketplace trust and compliance globally.

The Moderation Program Manager will oversee one or more moderation areas such as Seller, Listing, Intellectual Property Rights, C&C, or Global Selling. Responsibilities include driving enforcement governance, operational readiness, risk mitigation, and continuous process improvements to maintain moderation accuracy and quality within the US market. The position requires collaboration with cross-functional teams and third-party partners to uphold consistent policy enforcement and deliver superior moderation outcomes.

Key Responsibilities

• Lead end-to-end governance, enforcement implementation, and operational preparedness for assigned moderation domains, focusing on risk reduction and solution development.
• Be the primary owner accountable for moderation performance, operational quality, and governance in specific domains.
• Conduct quality audits, calibration sessions, and assessments to monitor accuracy and reveal enforcement shortcomings, driving ongoing improvements.
• Analyze operational data and trends to uncover root causes and suggest scalable fixes for process inefficiencies.
• Collaborate with teams across governance, product, engineering, quality assurance, and analytics to ensure uniform application of moderation policies.
• Design moderation standard operating procedures (SOPs), implement policy frameworks, and provide timely training and communication to frontline teams.
• Manage daily policy development, guideline revisions, and coordination between moderation operations and governance stakeholders.
• Support projects enhancing moderation tools, workflows, scalability, and operational effectiveness.
• Handle escalation processes, serve as a trusted contact for moderation-related disputes and clarifications.

Qualifications

• Bachelor’s degree or higher qualification.
• Experience in e-commerce safety, quality assessment, policy enforcement, or public policy.
• Knowledgeable about compliance and internet governance with a strong business risk awareness.
• Skilled at interpreting large datasets and complex policies into actionable strategies.
• Preferred experience includes e-commerce moderation or social media governance backgrounds.
• Strong skills in cross-team coordination, communication, and project management.
• Experience managing vendors or operations is advantageous.

About TikTok

TikTok is a leading platform for short-form mobile video, fostering creativity and joy worldwide. With headquarters in Los Angeles and Singapore and offices globally, TikTok cultivates an inclusive, diverse workplace that reflects its global audience.

Why Work With Us

TikTok values curiosity, humility, and impact, encouraging innovation and resilience. Our culture is built on continuous learning and an "Always Day 1" mindset to deliver meaningful advancements for users and the company. Collaboration and diversity are integral to our growth and success.

Diversity & Inclusion

We are dedicated to fostering an inclusive environment where employees are respected for their unique skills and perspectives, mirroring the diverse communities TikTok serves worldwide.