Global Knowledge Management Lead, Trust & Safety

TikTok

Singapore

Why you should apply for a job to TikTok:

5/5 in overall job satisfaction

4/5 in supportive management

Ratings are based on anonymous reviews by Fairygodboss members.

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.

We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.

Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

#A218836

Position summary

TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok's sponsorship of a visa. 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. At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok. Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. Managing a massive global and rapidly-evolving online community requires thousands of policies, protocols, and procedures which leads to a proliferation of documentation in multiple languages. But we are only as effective as the knowledge which we have accessible to us. Our Knowledge Management team ensures we have the right processes, practices, and infrastructure to make policy knowledge readily accessible to the right audiences at the right time, and is a critical part of how we keep pace with a complex and dynamic set of policy challenges as an organization. In this role, you will be a key leader within our Policy Implementation team, and the driving force behind our policy knowledge management globally. Reporting to the Global Head of Policy Implementation and Enforcement, Trust & Safety, you will lead our efforts to ensure that our knowledge infrastructure keeps policy information accessible, up-to-date, and secure while keeping pace with rapid innovation and balancing adoption and implementation costs. You will do this by leading a global team which drives our knowledge management strategy, provides direction for our knowledge infrastructure, is accountable for T&S Product Policy knowledge management operations, serves as a knowledge resource for members of the team, and influences change in the organization around knowledge management culture by contributing to building a shared mindset and understanding of best practices. 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. Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. Responsibilities What will I be doing? - Lead a global team to drive knowledge management strategy by identifying gaps and improvements related to our knowledge base, tooling, and documentation - Act as a Product Owner for knowledge infrastructure and tooling solutions, working closely with our Platform and engineering teams as well as internal customers to coordinate and create company level solutions which address our Knowledge Management challenges - Ensure Policy Knowledge Management systems can efficiently and effectively get information to moderation teams, Policy users, and other internal stakeholders - Provide strategic direction for improving knowledge management in the product policy group, and translate this to the development and implementation of specific initiatives - Manage the delivery of knowledge management-related projects, and mentor team members in the same - Be accountable for the development of protocols, permissions management, and necessary internal controls to ensure appropriate access to sensitive information - Collaborate cross-functionally to align systems with Implementation, Training, Center of Excellence (COE), and other key stakeholders - Partner with both Policy and Operations teams to develop effective knowledge practices and host knowledge-sharing events - Interact and collaborate with appropriate Subject Matter Experts from various departments to maintain accurate, globally consistent information and content - Manage the format and language of knowledge to accommodate the global nature of our work - Align T&S policy team needs to consistent knowledge management processes and requirements - Stay up to date with internal policy changes and global trends on TikTok What should I bring with me? - Bachelor's degree with equivalent of 10+ years of practical experience, of which at least 3+ years managing a team - Excellent writing, interpersonal, and oral communication skills with proven ability to write, edit, and organise thoughts in a clear concise, and well-organized manner - A track record of innovation and driving organizational change management - Experience with process design and efficient information architecture, such as Knowledge Base Management, databases, and wikis. - Proven project management, and prioritization skills - Strong problem solving and analytical skills with a solutions-oriented approach - Ability to adapt to business needs and work in a fast-paced environment - Ability to drive delivery within a team-oriented environment Preferred qualifications - Knowledge Management and/or Project Management Certification - Experience in a fast growing tech company, ideally with product ownership responsibilities - Experience with the design and implementation of knowledge management architecture - Working experience with international partners across different time zones and cultures 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.

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What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company