TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo. As a program manager for TikTok's US Trust & Safety organization, you will be the linchpin that holds together the integrity of systems that rely on policy, moderation, product, and process. Reporting to the Strategy & Analytics function, your job will consist of interpreting multiple cuts of data (both qualitative and quantitative) to identify gaps and improvements across the entire safety ecosystem. You will be working with a variety of stakeholders across the globe, including Policy, Communications, Quality, and Legal to ensure that TikTok is able to detect, triage, and, if possible, prevent safety incidents from proliferating on our platform. This role will require creative solutions and a deep understanding of abuse trends specific to US cultural norms and sensitivities. Your interest and professional expertise are grounded in extra-curricular and academic interests related to internet policy, user behavior, or platform management. This position will be full-time and will be based in our Los Angeles, CA location. Responsibilities: Cross-functional Risk Prevention - Identify gaps, inefficiencies, or inconsistencies across the entire safety ecosystem and, in response, develop and manage tiger teams to drive towards project completion -- tasks to include team formation, problem setting, goal-setting, and execution. - Work in tandem with our US Safety Data team to ensure that the metrics we track are actionable and lead to cogent and achievable strategy. - Support the development of an innovative culture focused on prevention and experimentation -- identify product or process weaknesses, develop hypotheses to test, and use those results to inform best practices. Operational Excellence - Support content moderation and policy operations teams by driving principled methods to ensure our process and workflows are optimized for efficiency. - Advocate for internal tools and processes that will enable our moderators to work as effectively as possible. - Collect, quantify and translate observations from the moderators to actionable insights and operational solutions; build a strong feedback loop to continuously improve efficacy. - Support the development, management, tracking, and communication of our objectives and key results. Safety Advocate - Be a subject matter expert on the entire safety ecosystem, from product, process, policy, quality, tools, etc. -- develop and manage our internal safety center that houses all information and updates related to the team. - Equip our user-facing teams with the information necessary to bake in safety principles across all operational processes (e.g., policy documentation, escalation management, training, public-facing FAQs, etc.) - Partner with our Product team to ensure that we are developing our products and features with safety and security acknowledged early in the product development lifecycle. - Consistently update our key stakeholders and partners on US Safety initiatives and progress (e.g., internal newsletters, learning sessions, all hands, etc.)
- Minimum BA/BS degree - 3+ years of work experience in Trust & Safety, operational, or risk management roles - Demonstrated success in managing strategic and operationally complex projects - Ability to thrive in ambiguous environments, identify trade-offs, and make decisions with limited information in high-pressure situations - Proven ability to develop sound research methodologies and collect, synthesize, analyze, and interpret data - Attention to detail, highly self-driven and results oriented, - Strong communication skills across technical and non-technical audiences Preferred qualifications: - Previous product management experience is highly preferred - Experience working with international partners at different time zones and providing a 24/7 support for the internal stakeholders and global team(s) - Bilingual in English and at least one other language (e.g., Mandarin) - Experience managing complex research projects from ideation to completion - Experience working with SQL and advanced proficiency in Excel 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are, too.