TikTok • Work Samples
I led technical content strategy and writing projects at TikTok, crafting engaging, user-friendly, and cohesive narratives for key audiences within the organization's e-commerce policy enterprise. Key deliverables included articles, policies, FAQs, style guides, and templates.
Key Accomplishments
1. BRIDGING KNOWLEDGE GAPS
Project
As the policy communications lead for the e-commerce product quality team, I regularly worked alongside key partners in web publishing. Common methods for sharing information between web publishing and policy teams were through rough drafts of policy business reports. I observed frequent knowledge gaps between the policy team and web publishing team that resulted in requests, revisions, and extended wait times to involve cross-functional partners who need to sign off before any policy and accompanying feature launches.
Strategy
To transform day-to-day observations into a strategic content plan, I reviewed 10 policy business reports shared between the policy and web publishing teams, analyzing comments from legal and marketing POCs to identify any patterns that indicate recurring issues within the go-to-market process between the two teams. Using real stakeholder feedback to back up anecdotal insights, I identified themes of brevity, POV, formatting for writing lists, terminology consistency, and others.
Outcomes
This led to the creation of a best practices guide that was shared with the wider e-commerce policy team for adoption as part of a training initiative towards effective policy communication, narrowing the knowledge gap, and achieving the following results and deliverables:
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Developed the first-ever internal policy communications guidelines and adopted the content standards into presentation format to improve accessibility.
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Reduced time-to-launch by 5%
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Implemented a cross-functional feedback form embedded as a link in shared documents.
​2. ESTABLISHING CONTENT STANDARDS
Project
As TikTok’s e-commerce enterprise expanded globally, the moderation of product listings became increasingly complex due to varying regulations, cultural differences, and market-specific nuances. This complexity led to inefficiencies, particularly in maintaining consistency and clarity across markets. Some of the key challenges TikTok Shop faced included:
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Inconsistent Moderation Practices: Different markets had varying interpretations of the same guidelines, resulting in inconsistent application of policies and a range of quality in listing moderation decisions.
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Language and Terminology Barriers: Translating guidelines into local languages sometimes led to misunderstandings, as terms and phrases were misinterpreted across different regions.
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Lack of Standardized Process: Each market had its own approach to moderation guidelines, leading to delays and confusion when coordinating updates or clarifications. The absence of a clear, unified structure for policy updates created inefficiencies and misalignments in global moderation.
Strategy
To optimize the moderation process for TikTok Shop listings, I developed a comprehensive style guide through the thorough audit of existing documentation, gathering feedback from cross-functional teams, and identifying key areas for improvement. Key components of the guide included:
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Core Strategy Consistency: Ensuring that all markets adhered to the same core strategy and rejection criteria to maintain uniformity in decision-making.
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Localized Adaptations: Providing guidelines for local teams to adapt language and examples based on regional differences while maintaining the integrity of the original policy.
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Clear Structure and Formatting: Standardize the layout of the moderation process documentation to improve readability and make it easier for moderators to find relevant information quickly.
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Cross-Team Collaboration: Encouraging collaboration with legal, marketing, and regional teams early in the process to ensure policies were aligned with local regulations and customer expectations.
Outcomes
The implementation of the style guide I developed brought several key improvements to TikTok’s e-commerce moderation process:
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Enhanced Global Consistency: By standardizing the core principles of the documentation, global teams applied the same policies with greater consistency, reducing discrepancies in moderation decisions.
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Improved Localization Without Compromise: Local teams could adapt content to their specific markets while maintaining the integrity of the core policy, resulting in more relevant and accurate guidelines for regional moderators.
3. CREATING EDUCATIONAL DELIVERABLES
Project
With TikTok’s global e-commerce growth, the variation in product quality across the platform was a concern for maintaining customer satisfaction. Although sellers were motivated by successful sales, which depended on producing high-quality products, many required additional clarity on specific policy requirements, especially regarding transparent product listings, efficient packaging, and seller-led quality control. Additionally, while rolling out the policy and ensuring sellers are informed about best practices, it was equally important to keep customers engaged and reaffirm the organization’s commitment to high-quality products and customer obsession, particularly when a product does not meet a customer’s expectations.​
Strategy
I conducted a competitive analysis of other prominent e-commerce leaders, reviewing insights and pain points from both sellers and customers, and employed a comparative approach to gain a deeper understanding. As part of my audit and reviews, I analyzed the policy's business rationale and KPIs to ensure my proposed deliverables align with the policy.
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I developed and launched a multi-pronged approach to audience education, including educational resources for customers and sellers driven by internal and external analysis.
Outcomes
Accomplishments included developing a clear information architecture, simplifying terminology, creating infographics, and providing relevant examples to contextualize policy information in an easy-to-understand manner for a global audience of sellers and customers.
Customers
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FAQs: Compiled content for an FAQ resource on the TikTok mobile app that educates customers about business practices and consumer protection. This content was adapted to be integrated into the customer chatbot, enabling streamlined self-service functionality. Read more.
Sellers
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Article: Drawing on expertise from subject matter experts and conducting an analysis of competitor business performance, I translated the Product Quality Policy into a concise and engaging seller guide. Insights from the article were presented to e-commerce sellers in a global TikTok forum in New York in March 2025. The article maintained a 90%-100% customer satisfaction score. Read more.
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UX Writing: I wrote error messages displayed to sellers when they have a policy violation. Details included the policy name, description, suggested troubleshooting steps, and links to related resources.