Trust & Safety Live Ops Program Manager at TikTok
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. The Safety team at TikTok help ensure that our community is safe and empowered to create and enjoy content across all of our apps while protecting our brand. As a Trust & Safety Live Program Manager, you will be on the front lines, handling sensitive, complex user-facing issues for our Live product. You’ll leverage learnings to build at-scale operations, enhance operational workflow/process, safety-first support solutions. You’ll also help shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making. You will be working with a variety of stakeholders across the globe, including Product and Process, Policy, Strategy & Analytics, and Quality Assurance to ensure that TikTok can detect, triage, and, if possible, prevent safety incidents from proliferating on our platform. This role also requires creative solutions, especially with moderation and quality, as well as 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 based in Los Angeles, CA. Responsibilities - Subject-matter expert of TikTok’s policies, procedures, product features, and internal workflows -Become a Live expert in Trust and Safety solutions (eg. Live production queues, moderation features and escalation workflows) -Execute strategies and develop tactics using metrics to support efforts on localizing quality assurance and moderation needs for our Live product -Partner closely with cross functional teams (eg. Policy, Risk Control, User Operations and Product teams) to drive operational excellence -Calibrate with our vendors and partners to review moderation and QA metrics (eg. weekly business reports and root cause analysis) and interpret data to make necessary adjustments or recommendations -Focus on process improvement related to escalation paths for internal requests (eg. account labeling, user feedback, and creator alignment) - Review, analyze and action on content for potential violation of TikTok’s Community Guidelines, including domains such as abuse, harassment, hateful conduct, sensitive media, etc. -Build comprehensive reports and dashboards to measure moderation productivity, vendor capacity and trends to support scaling the organization successfully -Analyze existing Live policy/procedure to identify gaps, inconsistencies or conflicts and take appropriate action to resolve with our Policy team -Partner with internal teams to cascade and disseminate urgent moderation guidelines to our vendors and ensure communication is streamlined properly
-BA/BS in Business, Information Technology, Information Systems, or similar -3-5 years of experience in Trust & Safety operations, product ops, support, analytics or similar -3+ years of experience driving an agile project from initiation to completion -SQL experience -Analytical, problem-solving and communication skills, with experience on reporting, analyzing and interpreting data -Adaptable, self-driven and results-oriented, showing a track record of learning new products and improving operational processes in a fast-paced environment -Interpersonal skills, with a collaborative mindset and "no-job-is-too-small" attitude operating in a cross-functional team environment -Collaborative, team player, with experience supporting internal teams, stakeholders and international partners in different time zones -Understanding of business challenges, with experience spearheading and solving problems operationally -Strong accountability and ownership -Empathy for user safety 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.