Knowledge Manager, Trust & Safety

ourselves, our company, and the communities we serve.

Join us.

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.

It is possible that this role will be exposed to harmful content as part of the core role/as part of projects/ 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.

The Trust & Safety Policy team develops and reviews community policies to promote a positive and safe environment for all of our Users and Content Creators to enjoy and express themselves. In the dynamic landscape of a rapidly evolving online community, we navigate thousands of policies, protocols, and procedures. Our effectiveness hinges on the richness and effectiveness of our knowledge.

In this role, you will operate within a global Trust & Safety organization, serving as the knowledge management expert for the APAC hub. You will lead the charge in ensuring our knowledge resources remain current, accessible, utilized, and effective. This involves building and maintaining extensive content for a global footprint, overseeing knowledge operations, and instigating a cultural shift towards documentational excellence. Your influence will be pivotal in fostering a collective mindset for effective knowledge sharing.

This role offers a unique opportunity to leverage data-driven knowledge management expertise to drive impactful initiatives within a global organization. A proficient knowledge management expert excels in fostering collaboration, pioneering innovative approaches to knowledge creation and maintenance, and driving a culture of knowledge sharing + adoption within a diverse organization. You will be pivotal in shaping our collective mindset and understanding of knowledge management, ultimately contributing to our success in fostering a safe and vibrant community.

Responsibilities What will I be doing?

• Lead knowledge management projects to enhance the knowledge lifecycle from creation to implementation;
• Build, launch, and maintain policy knowledge resources and develop protocols, manage permissions, and own internal controls to ensure appropriate access to sensitive information;
• Drive KM strategy by identifying gaps and improvements related to our knowledge base, tooling, and documentation;
• Develop strategic partnerships with key stakeholders across the organization, fostering collaboration with appropriate Subject Matter Experts to maintain accurate, globally consistent information and content;
• Define, track, and evolve success metrics to improve business operations through scalable knowledge efforts;
• Continuously analyze and gather feedback to evolve the knowledge management roadmap;
• Implement localization strategy, applying data-driven insights to knowledge resources to accommodate the global nature of our work;
• Implement change management strategies to transition to a scaled model where self-serve knowledge tools facilitate more efficient operations
• Partner with training and moderation teams to ensure successful feedback loop and implementation of knowledge practices;
• Collaborate closely with product/feature teams to create solutions, implement knowledge tools roadmap, and establish measurement plans. What should I bring with me?
• Bachelor's degree with equivalent 5+ years of practical experience;
• Excellent writing, interpersonal, and oral communication skills with a proven ability to write, edit, and organize thoughts in a clear, concise, and well-organized manner;
• Experience with Knowledge Base Management, databases, wikis, etc;
• Strong project management and problem solving skills, including managing cross-functional strategic projects;
• Excellent communication skills, particularly in influencing senior stakeholders;
• 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 work both independently and within a team-oriented environment.

Preferred Qualifications

• Proficiency in the latest trends and tools in knowledge management, including expertise in AI methodologies

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.