Local Services - Governance Ops Quality & Training Program Manager

Responsibilities

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 Tik Tok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities:

• Act as the bridge between Policy and BPO teams, translating policy requirements into scalable training materials and programs to ensure compliance with Moderation, Labeling, and Service standards.
• Design and implement intake-to-delivery SOPs, ensuring accurate tracking of policy updates and effective rollout to BPO teams.
• Resolve BPO case inquiries by clarifying policy ambiguities and partnering with Policy teams to refine guidelines and improve implementation.
• Develop and execute statistically sound QA frameworks and audits to monitor BPO accuracy, quality, and SLA adherence.
• Conduct structured case reviews to identify policy or process gaps, and drive improvements with Policy and Product stakeholders.
• Partner cross-functionally (Policy, Product, BPO) to continuously enhance training, QA, and operational processes.
• Perform root cause analyses on performance gaps and implement targeted actions to improve BPO outcomes.

• 1+ years of experience in BPO operations, including enforcement, labeling, moderation, or customer service, ideally within Internet, e-commerce, or O2O environments.
• Strong understanding of BPO management, including requirements intake, SOP development, SLA management, productivity and quality metrics, training, and workforce planning; familiarity with industry best practices and trends.
• Excellent presentation skills, with the ability to synthesize data and insights into clear, structured recommendations for stakeholders and leadership.
• Bachelor’s degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.

• Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous. Data interpretation or analysis will be advantageous for the role.
• Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross‑functional teams.
• Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.
• Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast‑paced environment.

【For Pay Transparency】Compensation Description (Annually):
The base salary range for this position in the selected city is $80,169 - $121,600 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid…