Search Operations Team Lead - Trust & Safety

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.

About the team
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.

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, manage, recruit, and develop the local search operation team, enabling them to reach their full potential and uphold high standards and quality of work.
• Continuously evaluate outcomes, manage performance, establish and optimize workflows and standard operating procedures (SOPs), analyze reports, and optimize quality processes to ensure productivity, quality, and efficiency goals are achieved.
• Guide the team in localizing policies, processes, and strategies, managing business process outsourcing (BPO) quality, conducting quality assurance, root cause analysis (RCA), data analysis, and deep dives. Make policy recommendations and enhance the team's understanding of Search Ops policies.
• Lead the team in establishing and maintaining search strategy evaluation criteria, providing professional suggestions for optimizing these criteria.
• Manage various operational projects with different specialists, ensuring the results align with expectations.
• Collaborate with cross-functional teams, such as product and research & development, to optimize search strategies and enhance users' search experience.

Qualifications

Minimum Qualifications:

• 1 year of working experience in team management or as a people manager.
• 3 years of experience working on content quality or safety in a major tech or media company.
• Fluency in English and Bahasa Indonesia is required. English will be utilized as the primary language for work, while Bahasa Indonesia will be used for market-specific communications.

Preferred Qualifications:

• Possession of a Bachelor's degree or higher.
• Good understanding of online safety, privacy, and expression issues.
• An in-depth understanding of local culture and familiarity with the Internet usage habits of local users.
• Demonstrate strong attention to detail, the ability to work independently, and possess good interpersonal skills.
• Ability to work in a high-tempo environment, adapt, and respond to the day-to-day challenges of the role.
• Resilience and commitment to self-care to manage the emotional demands of the role.

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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