Incident Manager, Regulatory Response, Somali - Trust & Safety

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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.

The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety pressing regulatory incidents.

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.

What will I be doing?

• Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries. This could be a time sensitive response to a critical government regulatory report, a safety related matter raised by our Community Partner Channel or a trending challenge that may pose harm to our community
• Coordinate across various global cross-functional teams including Public Policy, Legal, Product and Engineering, among others to handle and respond to crisis
• Analyse incident trends, systems and data to develop improvements to the overall incident processes and drive improvements across process, policy and product
• You will be expected to lead cross-functional post-mortems for major incidents and produce actionable insights
• Be comfortable, methodical and resilient
• Be flexible with global working hours and with working on certain weekends, on a rotation basis

Qualifications

Minimum Qualifications:

• Bachelor's degree and 2+ years experience in a fast paced environment, preferably in Trust & Safety Operations or Incident, Risk or Crisis Management roles
• Ability to work effectively in a fast paced environment, strong interpersonal and communication skills to engage with different teams
• Good project management skills, with a proven record of driving change from conception to execution
• Knowledge of social media challenges and sensitivity to safety or regulatory issues
• English fluency is required along with complete fluency in Somali; review and translation will be required.
• 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:

• Quantitative skills, a data driven mindset; SQL skills are a plus
• Additional fluency or working proficiency in Swahili or other Sub-Saharan languages is a bonus, but not required

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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