TikTok Shop – Emergency Response Management Operations Manager

Overview

In this role you will lead time-sensitive, cross-domain emergency responses to keep TikTok Shop safe, compliant, and trusted. You’ll partner with Legal, Policy, Operations and Product teams to mitigate risks and resolve escalations from sellers, creators, and the community. You’ll build and optimize processes for crisis management, turning incidents into learning to strengthen policies and systems. This role offers impact at scale, shaping how the platform handles urgent governance and risk events across a global e-commerce ecosystem.

Responsibilities

• Manage end-to-end e-commerce policy escalations, drive cross-functional consensus, and perform root-cause analyses to improve risk prevention and management
• Triager high-priority escalations, lead investigations, and implement containment responses to remove unsafe content
• Develop subject matter expertise across TikTok e-commerce infrastructure, policies, tools, and data for efficient problem resolution
• Create and refine frameworks and processes for emergency/escalation management with scalable, sustainable solutions
• Monitor key performance metrics and escalation trends to produce data-driven insights and drive policy/process improvements
• Navigate identity verification, moderation for product listings and governance processes to ensure regulatory compliance

Key requirements

• 3+ years in risk investigations/operations and policy/process development in online operations, trust & safety, consulting, business analytics, or intelligence research
• Experience with e-commerce legal/regulatory/safety risk management, incident/crisis management, PR, or public policy
• Proven ability to analyze data, translate insights into actionable recommendations, and support data-driven decisions
• Ability to work independently and make high-quality decisions in a fast-paced environment

• strong collaboration and cross-functional communication
• strategic thinking and problem-solving
• curiosity and self-motivation
• data interpretation
• risk assessment and crisis management
• policy development and process design

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