Governance and Experience (GNE) Risk Operations Team Manager - USDS

Responsibilities
About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for an experienced individual contributor to own customer complaint investigation in North America regions and drive cross-functional collaboration across different regions.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities

• Manage the team on a day-to-day basis and provide first hand team support to team escalations.
• Work with internal Program Managers to train new hires/teams through coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role.
• Proactively identify and resolve issues impacting customers, sellers, and creators by working with the team, peers, and management.
• Enforce policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, that enhance the business, including projects involving root cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching to improve operational quality, and increase productivity.
• Conduct trend analysis and other core measurements to support the implementation of strategies to improve future operational results.
• Continuously evaluate, propose, and execute improvements for existing processes and policies.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions, and processes.
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence to make sure productivity goals are met.
• Work with recruiting to identify, interview, and recruit top talents for all openings.

Qualifications
Minimum Qualifications

• Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their potential.
• Demonstrated experience in E-commerce investigations, User Support and/or policy governance.
• 2+ years managing teams with 5+ direct reports in the Risk Operations field.

Preferred Qualifications

• Experience building, managing and influencing relationships with internal stakeholders, and using data to generate insights and solving complex problems.
• People-oriented, self-motivated, and able to thrive in ambiguity in a matrix environment.

D&I Statement
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.