Program Manager (Oncall Escalation), Trust & Safety

Responsibilities
About the team
The team is responsible for translating business demands into system and workflow solutions executed by operations teams, while constantly enhancing the tools, processes and metrics for sustainable operational excellence. We do this through business product intake, execution of safety strategies requiring operation work, designing and implementing systems, process and tooling solutions, and conducting comprehensive operations analysis and reporting.

About the role
We are looking for a strategic Oncall Escalation Program Manager to design and scale a cross-LOB Trust & Safety escalation management system. This role will own the end-to-end escalation framework, including governance, workflows, metrics, tooling, and continuous improvement mechanisms. You will act as the central driver to ensure timely, consistent, and high-quality incident response, while building a scalable system that balances risk mitigation, operational efficiency, and stakeholder trust.

Responsibilities
- Define and own the end-to-end on-call strategy, operating model, and process architecture, including standardized SOPs, metrics, SLAs, and decision frameworks to ensure scalability, consistency, and clear accountability
- Design and govern a unified, cross-LOB on-call ecosystem, establishing clear ownership, decision rights, and escalation standards to enable seamless coordination across regions and functions
- Establish a structured RCA and risk management framework to identify systemic gaps across policy, tooling, and operations, and drive preventative actions to reduce recurring escalations
- Drive continuous improvement of the on-call system through closed-loop mechanisms, leveraging data insights, automation, and optimization to enhance efficiency, quality, and cost effectiveness
- Lead cross-functional alignment and stakeholder communication, acting as the central point of coordination to ensure clarity, speed, and effectiveness in escalation management

Qualifications
Minimum Qualifications
- 3+ years in Trust & Safety, Incident Management, Operations, or Program Management
- Proven experience in building escalation or incident management systems from scratch
- Strong analytical skills with experience in metrics design and data-driven decision making
- Experience managing cross-functional and global stakeholders
- Ability to operate in challenging and ambiguous environments

Preferred Qualifications
- Experience in Trust & Safety / Risk / Integrity domains
- Familiarity with SRE / incident management frameworks (e.g., PagerDuty, ServiceNow, etc.)
- Experience managing BPO/vendor operations
- Strong understanding of RCA methodologies and quality systems
- Experience in automation/tooling / AI-driven ops

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. ​
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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. ​
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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 TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​


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.​
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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.​