ADSEO In-house SME

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Join us.

About
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.

About the team
Our SME will act as a facilitator for our internal & external stakeholders, be a single internal voice for policy communication, take an active role in performance monitoring, and provide crucial reporting to management leading to the success & growth of our teams.

Content that ADSEO In-house SME interacts with includes 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.

Job Description
The successful candidate must be capable of working with teams to identify the needs of our various projects. Be comfortable navigating ambiguous situations, and be able to set clear achievable goals for themselves & our teams.
They must also be willing and able to take ownership of this role, identify & suggest process improvements, & develop a best practice model for the SME role.

Responsibilities include:

• Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Represent the team at global policy meetings to stay up to date with policy developments and provide feedback on implementation and execution.
• Act as Policy POC for relevant projects, facilitating efficient & timely communication of policy questions & updates between all internal & external stakeholders.
• Compile & deliver regular performance data reports to management teams as required.
• Facilitate RCA escalation through the relevant process.
• Identify and assess areas for performance improvement across each market, and be solution driven and proactive in delivering these solutions.
• Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
• Balance efficient delivery of tasks in each queue through TCS.
• Be able & willing to suggest or allocate resources to backfill temporary gaps in market support.
• Work closely with internal stakeholders to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
• Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• Assist with interviews & other hiring process duties.
• Deputise for Team Leader when needed, assisting with operational tasks and performance monitoring etc.
• Collaborate with Team Leads to further develop internal structures for performance management, team, and individual growth.

Qualifications

Minimum Qualifications

1. Bachelor's degree and above or equivalent working experience in a short video product user industry.
2. At least 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
3. Demonstrate a broad understanding of our business needs, and strategic thinking skills.

Preferred Qualifications

1. Be familiar with the business logic of labeling and working mode of the upstream and downstream teams.
2. Demonstrated ability to make good decisions in complex situations.
3. Fast learner who has the ability to embrace a fast-paced working environment.
4. Familiar with machine learning and content understanding.
5. Strong cross-cultural communication and interpersonal skills.
6. Strong presentation skills.
7. Comfortable reporting to, or collaborating with, all levels of management & broader stakeholders.
8. A passion for helping others to grow, and a willingness to step beyond your comfort zone.
9. Familiar with Microsoft Office Suite (PPT / Excel / Word)
10. Proficiency of tools such as the Working Hours tool, and Data Power are an advantage.

TikTok 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.