TikTok Shop - Social Community Lead, Governance and Experience

Responsibilities
Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's 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. As a Social Community Lead, you will be an integral part of the GNE social community team driving strong connections within the organization including working closely with our communication teams. You are responsible for leading a team in various aspects of community engagement, including social listening, social response efforts, and community management. This role will maintain strong relationships across the enterprise requiring cross functional leadership inclusion, adoption and awareness. You will ensures that the social rhythm of business aligns with key objectives of the business while establishing a cadence in communication to discuss set policies, reporting on experience concerns and mitigating risk through defining an escalation processes to bring users to the forefront of the conversation among all stakeholders.

What You'll Do

• You will thrive on working fast pace, hold high-standards and have a proven track record of effectively managing complex and high-profile projects.
• Work to promote transparency and understanding of policies, including education, guidelines, and best practices, cultivating a strong understanding of the TikTok Shop ecosystem.
• Work closely with internal GNE teams and PR/communications related to policy and outside teams like marketing, and product teams to ensure social activities align with overall business goals, identify opportunities and tap into the right teams, fostering seamless coordination and execution.
• Manage our proactive and reactive management efforts within social media channels, forums, and other online platforms to understand community sentiment, trends, and conversations.
• Identify relevant discussions, feedback, and emerging themes related to the brand or organization.
• Ensure responses are prompt to inquiries, comments, and messages from community members.
• Develop and execute community engagement strategies to foster a vibrant and supportive community while maintaining consistency in brand voice, messaging, and tone across all social channels.
• Coordinate social media calendars, content schedules, and campaigns.
• Anticipate potential risks or issues within the community and proactively address them. Escalate critical matters to relevant stakeholders promptly.m and Implement crisis communication plans when necessary.
• Analyze metrics and generate regular reports on community engagement, sentiment, and key performance indicators.Identify recurring themes, patterns, and opportunities for improvement. Communicate themes, insights and recommendations to leadership.

Qualifications

Qualifications:

• Bachelor's degree or above
• 5 years of experience managing teams in social media and community management, and/or related roles.
• Proven understanding and expertise of the social media landscape, platform standard methodologies, and consumer behaviors.
• Excellent judgment in managing external relationships and internal stakeholders.
• Demonstrated success in building and nurturing online communities.
• Track record of measuring metrics and KPIs around social mentions, community impact and engagement, leveraging data for insights and opportunities.
• Strong management capabilities and getting things done. Experienced team player who is motivated by an entrepreneurial, fast-paced and highly collaborative environment.

Preferred Qualifications:

• Attention to detail, and highly organized with the ability to switch between creative and analytical/strategic projects seamlessly.
• Proactive mindset, offering suggestions and solutions for team efficiency and process improvement.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2
Job Information
The base salary range for this position in the selected city is $139650 - $256500 annually.

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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.

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Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

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We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Salary : $139,650 - $256,500