Operational Excellence Strategist, Learning & Enablement
TikTok USDS Joint Venture
3 hours ago
Full-time
On-site
San Jose, California, United States
$96,000 - $168,889 USD yearly
Strategist
Responsibilities
About The Team
The Launch & Enablement team serves as the operational backbone for TikTok's Trust & Safety organization. We design, build, and scale the processes that protect our community. As a Workflow Strategist, you will be the architect of our global moderation ecosystem. You will decide how, where, and by whom content is reviewed, ensuring our operations are efficient, effective, and ready for the future. Your work is critical to enabling our teams to execute with precision and keeping the platform safe for millions of users.
Responsibilities
You are a strategic operator and a master of complex systems. You excel at seeing the big picture, designing global workflows, while flawlessly managing the details of implementation. You are highly analytical, using data to determine the optimal path forward for any given challenge. You are a natural collaborator and communicator, capable of partnering with internal experts, scaled vendors, and technical teams to drive continuous improvement and operational excellence.
Strategic Allocation & Queue Management
- Analyze all incoming moderation workstreams to assess their complexity, risk, volume, and strategic importance.
- Determine the optimal allocation for each workstream, deciding whether it should be handled by the specialist in-house incubation team, a scaled BPO partner, or a hybrid model.
- Own the master plan for work allocation and prioritization across the entire global network, managing queues and routing to ensure all operational SLAs are met or exceeded.
- Develop and maintain clear, concise, and accessible technical documentation for all workflows, serving as the single source of truth for both internal teams and BPO partners.
New Workflow Implementation & Enablement
- Lead the operational rollout and implementation of new moderation queues, policies and product features across our in-house and BPO teams.
- Partner closely with the Incubation team to pilot, test, and refine new processes before scaling them to our global partners.
- Develop comprehensive implementation plans for BPO launches in partnership with Partner Operations.
- Define the future state of workflows, preparing for their eventual integration and rollout to BPO partners.
Continuous Improvement & Optimization
- Proactively analyze performance data, moderator feedback, and quality metrics to identify opportunities for improving the efficiency and accuracy of existing workflows.
- Serve as a key strategic partner to Product and Engineering, using data-driven insights to recommend and test improvements to moderation tools, AI models, and internal systems.
- Establish and manage a formal feedback loop (e.g., via Spark) to ensure BPO partner insights on policy and tooling are systematically collected, analyzed, and addressed in partnership with our Partner Operations team.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent experience.
- 3+ years of experience in operations, program management, process excellence, or a similar strategic role within a technical or product-focused environment.
- Proven ability to manage complex, cross-functional projects from inception to completion.
- Strong analytical skills with experience using data to drive strategic decisions.
- Exceptional communication and documentation skills, with the ability to articulate complex operational plans to diverse audiences.
Preferred Qualifications
- Direct experience in Trust & Safety operations.
- Significant experience working with and managing BPO/vendor relationships and performance.
- Experience in a "launch," "go-to-market," or "enablement" function responsible for rolling out new processes or products.
- Familiarity with process optimization methodologies (e.g., Six Sigma, Lean).
- Experience with data analysis and visualization tools (e.g., SQL, Tableau).
Trust & Safety
Content that this role interacts with includes 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. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $96000 - $168889 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About The Team
The Launch & Enablement team serves as the operational backbone for TikTok's Trust & Safety organization. We design, build, and scale the processes that protect our community. As a Workflow Strategist, you will be the architect of our global moderation ecosystem. You will decide how, where, and by whom content is reviewed, ensuring our operations are efficient, effective, and ready for the future. Your work is critical to enabling our teams to execute with precision and keeping the platform safe for millions of users.
Responsibilities
You are a strategic operator and a master of complex systems. You excel at seeing the big picture, designing global workflows, while flawlessly managing the details of implementation. You are highly analytical, using data to determine the optimal path forward for any given challenge. You are a natural collaborator and communicator, capable of partnering with internal experts, scaled vendors, and technical teams to drive continuous improvement and operational excellence.
Strategic Allocation & Queue Management
- Analyze all incoming moderation workstreams to assess their complexity, risk, volume, and strategic importance.
- Determine the optimal allocation for each workstream, deciding whether it should be handled by the specialist in-house incubation team, a scaled BPO partner, or a hybrid model.
- Own the master plan for work allocation and prioritization across the entire global network, managing queues and routing to ensure all operational SLAs are met or exceeded.
- Develop and maintain clear, concise, and accessible technical documentation for all workflows, serving as the single source of truth for both internal teams and BPO partners.
New Workflow Implementation & Enablement
- Lead the operational rollout and implementation of new moderation queues, policies and product features across our in-house and BPO teams.
- Partner closely with the Incubation team to pilot, test, and refine new processes before scaling them to our global partners.
- Develop comprehensive implementation plans for BPO launches in partnership with Partner Operations.
- Define the future state of workflows, preparing for their eventual integration and rollout to BPO partners.
Continuous Improvement & Optimization
- Proactively analyze performance data, moderator feedback, and quality metrics to identify opportunities for improving the efficiency and accuracy of existing workflows.
- Serve as a key strategic partner to Product and Engineering, using data-driven insights to recommend and test improvements to moderation tools, AI models, and internal systems.
- Establish and manage a formal feedback loop (e.g., via Spark) to ensure BPO partner insights on policy and tooling are systematically collected, analyzed, and addressed in partnership with our Partner Operations team.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent experience.
- 3+ years of experience in operations, program management, process excellence, or a similar strategic role within a technical or product-focused environment.
- Proven ability to manage complex, cross-functional projects from inception to completion.
- Strong analytical skills with experience using data to drive strategic decisions.
- Exceptional communication and documentation skills, with the ability to articulate complex operational plans to diverse audiences.
Preferred Qualifications
- Direct experience in Trust & Safety operations.
- Significant experience working with and managing BPO/vendor relationships and performance.
- Experience in a "launch," "go-to-market," or "enablement" function responsible for rolling out new processes or products.
- Familiarity with process optimization methodologies (e.g., Six Sigma, Lean).
- Experience with data analysis and visualization tools (e.g., SQL, Tableau).
Trust & Safety
Content that this role interacts with includes 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. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $96000 - $168889 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.