E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Moderation Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Moderation team is looking for a Moderation Solution Program Manager role to analyze moderation quality performance, evaluate the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans. This position should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects.
Responsibilities
- Collect and evaluate requirements from the Governance team.
- Develop a comprehensive moderation solution that defines the optimal mix of Algo, LLM model and human moderation strategy.
- Achieve stakeholders alignment on the cost, efficiency, and quality targets of the selected moderation strategy, ensuring sign-off from all parties.
- Prepare and raise requests to the internal Quality Assurance and SOP teams with clear targets, expectations, and performance metrics.
- Optimize moderation strategies through ongoing refinement cycles, adjusting workflows based on changing requirements and performance data.
- Partner with workforce management teams to source cost-efficient vendor sites and ensure operational efficiency.
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