TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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.
About Trust & Safety
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
What will I be doing?
The AI Data Service and Eco Operations team (ADSEO) provides safety and non-safety data annotation services for all of the company's products, which in turn helps the products build their own data ecological security. As a Regional Operation Manager, you will lead a team of People Managers and Quality Assurance Specialists to perform policies localisation, Business Process Outsourcing (BPO) quality management, Quality assurance, root cause analysis (RCA) , data analysis & deep dives, make reports & policy recommendations, and triage escalations.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Responsibilities
- Lead a high performing operations team who are effective, engaged and aligned to our company culture and values.
- Lead your team to detect, land and optimize any efficiency, productivity and accuracy improvement opportunities.
- Coach & support AI Data Service team leads to developing and/or enhancing the Quality framework, methods for performance management, tracking KPIs, and working for any performance improvement initiatives.
- Develop and lead the execution of both the tactical and strategic direction of this regional team, leading the operations, change management and scaling/driving adoption of new programs, tools etc.
- Work with Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of quality assessment procedures and data delivery with product strategies
- Partner with cross functional partners on analysis and reporting
- Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
- Enhance the quality process with automation of metrics by creation of dashboards
- Validate information of root cause analysis (RCA) reports created by your team and present findings to key internal stakeholders.
- Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations and triage escalations.
Qualifications
Minimum Qualifications
- Minimum Bachelor of Arts/Science degree in Business, Economics or Statistics with at least 4 years in Content Quality, TnS Operations, or a similar industry.
- Minimum 4 years leadership and people management experience, (ideally across multiple locations) with a focus on performance, culture, engagement and people growth and development; proven experience in managing large teams with the ability of scaling the team as per business requirements.
- Proven experience in working cross-functionally, in a highly matrix, global organisation with external (BPOs) and internal teams
- Proven experience in project management with strong ability to lead and prioritise multiple projects, ensuring the delivery of high quality work under time constraints.
- Proven experience in Data Analysis with strong ability to perform complex data analysis to derive key insights.
- Strong proficiency in Data Analysis (Microsoft Excel or SQL) and data visualisation tools (Tableau or Power BI) along with strong proficiency in operation metrics with proven experience in generating and maintaining reports, procedures, proposals and presentations.
- Excellent communication skills in English (both written and spoken) with the ability to influence and get buy-ins from senior stakeholders and leadership teams.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
Preferred Qualifications
- Experience in Six Sigma, Lean principles, or Operational Maturity methodologies
- Machine learning/labeling-related experience is strongly preferred
- Strong understanding of business models and products within the consumer technology space and/or internet safety
- Prior working experience in social media companies or BPOs is preferred
Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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.
