Responsibilities

The Global e-Commerce Ops Team is responsible for capturing and identifying users' commerce intentions and operating the whole process to promote GMV. This team focuses on building and strengthening user awareness that they can shop on TikTok, enhance the usage frequency of the search function, and stimulate users' e-Commerce search needs, while improving users' search experience, accelerating the e-Commerce business to grow. - Identify gaps, ambiguities, conflicts, and systemic biases within assessment rules; drive the establishment of clear, actionable judgment criteria, rule patches, and implementation guidelines to enhance consistency across the team; - Handle complex, ambiguous, or contentious cases escalated by assessors; make comprehensive judgments based on business objectives, rule interpretations, and user experience; and deliver highly reliable, explainable, and reviewable conclusions; - Codify insights from typical cases, controversial scenarios, and complex judgments into reusable team assets—such as "Golden Cases," FAQs, case libraries, and SOP supplements—to support efficient frontline execution; - Enhance assessors' ability to handle complex scenarios through methods like spot checks, case reviews, and training sessions, thereby reducing rates of repeated, invalid, or erroneous escalations; - Maintain vigilance regarding high-risk scenarios, anomalous patterns, and potential quality issues; promptly identify common problems in frontline execution and drive the development of long-term solutions; - Translate frontline operational issues, rule-related pain points, and tool deficiencies into product and R&D requirements; collaborate with product, strategy, engineering, and operations teams to drive tool optimization, process improvements, and the establishment of closed-loop mechanisms.

Qualifications

Minimum Qualification(s) - Bachelor’s degree or higher; proficient in reading, writing, and communicating in both Chinese and English as the role requires communication with English and Chinese markets & stakeholders; experience in areas such as content/search evaluation, content moderation, policy operations, risk control, appeal handling, and quality management - Strong analytical and judgment capabilities; ability to identify core issues and make high-quality decisions amidst conflicting information, incomplete rules, or ambiguous scenarios. - Strong ability to conceptualize and formalize standards; ability to structure individual judgment experience into reusable rules, case libraries, and operational guidelines for the team. - Strong ability to identify risks from a holistic perspective; high sensitivity to high-risk scenarios, systemic anomalies, policy loopholes, and fluctuations in quality. - Excellent logical communication and cross-team collaboration skills; ability to clearly explain judgment criteria to evaluators and communicate effectively with partners in product, policy, and engineering teams. Preferred Qualification(s) - Experience handling complex cases - Experience in high-complexity analysis and decision-making (e.g., complex content moderation, policy-based risk control, complex appeals); experience as a quality assurance lead or policy expert, with practical involvement in formulating standards, rules, or SOPs. - Background in cross-functional collaboration (product, policy, operations); ability to translate frontline operational issues into actionable product requirements, tool optimization plans, or proposals for mechanism improvements.

Job Information