Appeals Program Manager – TikTok Shop

About the role

Join TikTok's Governance and Experience team as an Appeals Program Manager, overseeing seller and creator appeal programs for TikTok Shop. You will help ensure a safe, trustworthy commerce ecosystem by delivering high‑quality decisions and supporting policy enforcement.

Key responsibilities

• Lead seller and creator appeal programs related to enforcement actions taken in the CRM tool.
• Provide accurate appeal reasoning and decisions while adhering to established procedures and department standards.
• Support systems handling incoming seller‑policy queries, identify root causes of escalated issues, and deliver appropriate resolutions.
• Monitor and analyze appeal trends, escalating critical or high‑risk cases to relevant teams.
• Offer insights and recommendations for policy and strategy improvements to drive effectiveness and efficiency.
• Participate in ad‑hoc projects and initiatives as required by the business.

Required profile

• Bachelor’s degree or equivalent practical experience.
• 3+ years of project/program management experience in a technology environment.
• 2+ years of experience in customer service or content‑moderation appeals.
• Proven ability to handle high‑profile disputes and work cross‑functionally to resolve them.
• Excellent written and verbal communication skills.
• Analytical thinking and strong problem‑solving abilities (preferred).
• Familiarity with e‑commerce compliance and internet governance (preferred).
• Track record of crafting and operationalizing moderation guidelines (preferred).
• Proactive, eager to learn, and able to work independently in a fast‑paced setting.

Required skills

• CRM