Operations Manager- APAC, Trust and Safety

TikTok

4.5

(6)

Kuala Lumpur, Malaysia

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • 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.
  • #A106872

    Position summary

    '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.

    Our Search Operations team supports our efforts to address objectionable or disturbing content which could include images of violence, animal cruelty, hate speech, violent extremism, or content that exploits or endangers children. The team plays a vital role in analyzing user searches and search strategy optimization to ensure a positive and safe user experience for our 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.

    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.

    What I will be doing:

    • Lead Operation Team under Search in which manage People Managers, Quality Assurance Specialists, and Evaluators to perform policy localization, BPO quality management, Quality assurance, RCA(Root Cause Analysis), data analysis & deep dives, make reports & policy recommendations, and triage escalations
    • Develop and lead the execution of both the tactical and strategic direction of this regional team, leading the operations, change management, and scaling/driving adoption of new programs, tools etc.
    • Lead a high-performing operations team who are effective, engaged, and aligned with our company culture and values
    • Work with Ops Leadership and Cross-functional teams to understand various product ecosystems in order to ensure alignment of quality assessment procedures and data delivery with product strategies
    • Partner with cross-functional partners on analysis and reporting
    • Coach & support search ops team leads to developing and/or enhancing the Quality framework, methods for performance management, tracking KPIs, and working for any performance improvement initiatives
    • Lead your team to detect, land and optimize any efficiency, productivity and accuracy improvement opportunities
    • Analyse data firsthand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
    • Enhance the quality process with the automation of metrics by the creation of dashboards
    • Validate information of RCA reports created by your team and present findings to key internal stakeholders
    • Ensure that our BPO partners meet and exceed quality targets and provide the support needed to achieve objectives in deep dives, make reports & policy recommendations and triage escalations

    Qualifications

    What should I bring with me:

    • Bachelor's Degrees and above
    • Excellent English communication skills
    • 8+ years in Content Quality, TnS Operations, or a similar industry. Search Engine experience is strongly preferred
    • 4+ years leadership and people management experience, including managing managers, ideally across multiple locations, with a focus on performance, culture, engagement and people growth and development. Experience of being a manager's manager is strongly preferred
    • Experience in partnership with BPOs
    • Strong analytical skills with the ability to perform complex data analysis to derive key insights
    • Able to explain data and trends with excellent communication skills
    • Experience working cross-functionally, in a high matrix, a global organization with external and internal teams with the ability to influence leadership
    • Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints
    • Strong proficiency in Data Analysis tools such as Microsoft Excel
    • Proven leader with project management, planning, presenting and communication skills
    • Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
    • Ability and willingness to work on various projects
    • Detail-oriented with the ability to create and maintain reports, procedures, proposals and presentations
    • Outstanding natural communicator, with exceptional verbal, written and communication skills

    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.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • 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.