Shop - Listing Governance Program Manager

Responsibilities

Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

• Own and drive listing strategy, risk, and policy execution across products, services, and regions.
• Align and operationalize incident management frameworks, integrating AI/LLM-driven workflows to improve detection, triage, and response speed.
• Lead cross‑functional incident response for high‑impact business, safety, or compliance disruptions.
• Partner with Product, Engineering, and Data teams to design and deploy AI‑enabled solutions (e.g., LLM workflows, automation, signal detection) that scale risk mitigation and policy enforcement.
• Advise business, Trust & Safety, and Security leaders on risk strategy, policy application, and incident response execution.
• Support executive stakeholders during enterprise‑level incidents, providing clear insights, impact assessments, and decision recommendations.
• Leverage data, automation, and AI‑driven insights to enhance risk detection, root cause analysis, and prevention strategies.
• Define and evolve policy frameworks and enforcement strategies, ensuring consistency and scalability across global operations.
• Build and scale AI‑assisted governance workflows to reduce manual effort and improve accuracy in risk identification and enforcement.
• Drive post‑incident analysis, incorporating learnings into policy, systems, and AI models to prevent recurrence.
• Identify and implement opportunities to optimize processes through automation, AI, and improved system design.
• Develop deep expertise in Tik Tok Shop infrastructure, policies, enforcement systems, and data ecosystems.

• 5+ years of experience in risk strategy, policy, Trust & Safety, compliance, or incident management within complex, global environments.
• Proven experience leveraging data, automation, or AI/LLM tools to drive operational improvements, risk mitigation, or policy enforcement at scale.
• Strong understanding of policy development, governance frameworks, and enforcement mechanisms in e‑commerce or digital platforms.
• Experience managing high‑severity, high‑visibility incidents across cross‑functional teams.
• Demonstrated ability to translate ambiguous problems into structured strategies and scalable solutions, including AI‑enabled approaches.
• Ownership mindset with a bias for action; able to operate effectively in fast‑paced environments.
• Experience working with or deploying LLM‑based workflows, automation tools, or AI‑assisted decision systems.

• Familiarity with Trust & Safety, marketplace governance, or listing compliance domains.
• Proven ability to influence leadership and cross‑functional partners.
• Strong analytical mindset, with experience using data to measure impact, identify gaps, and drive continuous improvement.
• Comfortable navigating ambiguity and making sound, high‑stakes decisions with incomplete information.

【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $103,360 – $209,380 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 holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits…