TikTok Shop - Emergency Response Management Lead

About the team

TikTok Shop's Governance & Experience (GNE) team is responsible for ensuring that our platform provides a safe, trustworthy, and seamless experience for merchants, creators, partners, and users. Our mission is to build a resilient e-commerce ecosystem through strong governance frameworks, operational excellence, and cross-functional collaboration. Responsibilities
- Lead regional emergency response and crisis management operations for high-severity and high-visibility incidents impacting TikTok Shop.
- Act as the primary escalation lead, coordinating cross-functional stakeholders to drive timely incident resolution and risk mitigation.
- Develop and optimize emergency response frameworks, escalation protocols, and incident management processes across regional operations.
- Partner closely with business and country operations teams to identify operational pain points and implement scalable solutions.
- Conduct root-cause analysis and post-incident re...