About the team:

With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products - services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Key Responsibilities:

• Lead & develop a small team of governance & experience experts, to drive and create impactful and data-driven governance policies and strategies for US-based Local Services Dining Business.
• Reduce risks across governance areas such as merchant, listings, creators, content, and fulfillment; mitigate platform losses and incentive abuses.
• Establish policies and processes to collect and manage user feedback; and devise fulfillment and service experience strategies; across Customers, Creators and Sellers.
• Formulate and implement strategies to ensure a good business experience for Merchants and Creators, while mitigating risks.
• Collaborate with cross-functional teams like Algorithm, Product, Engineering, Legal teams, etc.; to implement measures enhancing ecosystem health.
• Monitor the health of the US Dining ecosystem through data-driven and investigative methods; respond to emergencies, conduct ad-hoc investigations, and take action as needed.

Qualifications

Minimum Qualifications:
- 5+ years of demonstrated hands-on and in-depth experience in driving data-driven governance and experience programmes within O2O, Local Services, E-commerce, strategy consulting, operations management, content risks, seller risks, seller operations, or related governance & experience programmes, e.g., regulating Merchant risks, or other O2O or trust and safety programmes.