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 and 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.
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.
About the team
As the Program Management and Reporting Lead, you will manage a high performing team that develops and implements operational reporting and support platform requirements serving User and Creator safety and support services. You will work cross-functionally with product managers, engineering, program managers, operations, data science, policy, and communications teams; to achieve operational excellence and enhance the product end experience.
Your team will be responsible for developing and monitoring performance metrics, conducting user support analysis and evolving the support platform for operational efficiency and improving the end user support services. You will establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. You will lead the monitoring of trends, patterns, find gaps and come up with solutions to address them.
Based on your teams' findings, you will be using data and problem statements to influence other teams to make necessary improvements in safety and support services and processes.You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to technical program management in user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.
Responsibilities
- Build and lead a high-performing support enablement function, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services. - Self-identify gaps, problems, needs and come up with robust solutions.
- Responsible for translating analyses into real business outcomes with specific and tailored performance drive actions to ensure business targets are achieved.
- You'll collaborate with cross-functional partners (operations, product management, data analytics, engineering, policy) to identify, assess and resolve related issues in our products and processes.
- Provide thought leadership to the Global Safety & Support org and cross-functional stakeholders, partnering with Operations leads to converting raw data into actionable recommendations and strategies.
- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.
- Support the development of measurement goals and benchmarks for the Global Safety & Support organization, helping teams to connect the work they're doing to measurable goals and to inform planning.
Minimum Qualifications
- You have experience in managing operations support in either Customer Service, Trust and Safety, or related areas such as management of social networking platforms.
- You have 5+ years of experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
Preferred Qualifications
- You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
- You have the ability to translate action steps into a systematic process;
- You're passionate about helping the user and creator community;
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.
