Regulatory Response Lead Americas, Incident Management - Trust and Safety - Austin

About the Team:
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.

The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As the Regulatory Response Lead, AMS, you will exercise your familiarity with the market, quick thinking, and stakeholder management skills to resolve crises in a timely and appropriate manner. You will also be growing fellow Incident Managers on the team both in skills and domain expertise.

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.

Responsibilities:

• Lead a multi-site high-performing, engaged team of Global Incident Managers based in AMS who will be on the front line coordinating the response to major global Trust & Safety incidents and crisis;
• Coach and support your team to help them maximise their potential in managing reported incidents across multiple internal and external channels whilst delivering required key results in quality and accuracy;
• Stakeholder management across many global cross-functional teams including Public Policy, Legal, Product and Engineering, among others to assist the team in achieving effective incident management and exhibiting grace when faced with high stakeholder pressure;
• Develop strategies as part of the global regulatory response leadership team and lead the execution across teams based in APAC, EMEA and AMS;
• Analyze incident trends, systems, and data to provide recommendations for process, policy, and product improvements;
• Lead post-mortems for major Trust & Safety incidents.

Qualifications

Minimum Qualifications:

• People leadership experience in a fast paced global organization;
• Ability to mentor and manage a team of diverse backgrounds and skillsets. Lead effectively, think critically, prioritize projects, and ensure the delivery of high quality work under time constraints;
• Experience working cross-functionally, in a highly matrix, global organization with the ability to influence leadership;
• Experience working effectively in a fast paced, cross-functional, highly matrix, global organization with external and internal teams with demonstrated strong communication skills and the ability to influence;
• Strong analytical skills with the ability to identify key trends, insights and problems and translate these effectively into actions and systematic processes that drive performance;
• Aware of social media challenges and sensitivity to safety or regulatory issues.

Preferred Qualifications:

• Previous experience working in a Trust & Safety environment or risk management would be advantageous;
• Comprehensive knowledge of the LATAM markets including their regulatory systems and social media risks;
• Data-driven mindset, SQL or Excel skills a plus.

Trust & Safety recognizes 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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2