Appeal Operation Program Manager - USDS

$83,600 - $192,533/Yr

Tiktok - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Seller Appeal Program Manager at TikTok's U.S. Data Security division is responsible for developing and enhancing processes related to seller appeals within the E-commerce platform. This role focuses on improving operational efficiency, collaborating with cross-functional teams, and ensuring a trustworthy marketplace for users. The position requires a proactive approach to problem-solving and a commitment to delivering high-quality service experiences for sellers and creators.

Responsibilities

• Develop appeal operation mechanisms and work with all internal and external teams to drive project success.
• Regularly monitor the key metrics and performance trends of seller and creator appeals and work with the governance team and service delivery team to improve the service level and appeal handling quality.
• Deep dive into the pain points of seller/creator appeals, propose solutions and work with cross-functional teams to solve and enhance appeal experience.
• Work closely with the product team to improve the tools to improve internal efficiency.
• Collaborate with business analytics to build dashboards to facilitate the overall performance monitoring ability.
• Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
• Facilitate weekly business reviews to ensure that all appeal stakeholders are updated on current team performance metrics and ongoing initiatives aimed at improving the appeal process.

Requirements

• Bachelor's degree or equivalent practical experience.
• 3-5 years of project management experience in the E-commerce service industry.
• Experience working cross-functionally with tech and non-tech teams.
• Adaptable, fast learner and highly motivated with experience in operations and management.
• Highly organized and detail-oriented with a proactive work-style.
• Strengths in problem identification, issue-resolution, ability to work in a result-driven work environment, attention to detail, and ability to multitask.
• Strong ownership and a team player, always focused on delivering results with high standards.

Nice-to-haves

• E-commerce marketplace experience preferred.
• Familiar with partner (seller/creator) violations and appeal rules preferred.
• Able to manage competing deadlines efficiently.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents.
• Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
• Flexible Spending Account (FSA) Options like Health Care, Limited Purpose and Dependent Care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) and 10 paid sick days per year.
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym and cellphone service reimbursements.