Workforce Acceleration Team Leader, Trust & Safety

Responsibilities
About the team
The Account Interaction & Search Safety Team is a lean and agile group focused on safeguarding user interactions across Account, Search, Comment, and Messaging. Our mission is to respond quickly to evolving safety challenges by streamlining workflows, implementing efficient operational processes, and fostering cross team collaboration to proactively address risks.

The planning team ensures that safety operations are adequately resourced, optimized, and future-ready. By aligning workforce supply with business needs, managing vendors and internal capacity, and responding to real-time changes, the team plays a central role in maintaining service levels, productivity, and long term scalability of safety operations.

Responsibilities
- Moderation Queue & Management
Own the end-to-end configuration of moderation queues, including creation, permission management, queue settings, policy collection binding, enqueue issue monitoring and completion monitoring to ensure smooth task distribution and governance. Seek tooling optimization for more feasible and efficient queue settings.
- Efficiency Metrics Optimization
Monitor and analyze key operational efficiency indicators such as Average Handling Time (AHT) and Utilization Rate (UR). Identify inefficiencies, surface trends, and recommend improvement actions to optimize productivity and maintain quality standards.
- Project Readiness & Staffing for New Launches
Ensure timely workforce readiness for new product or policy launches. Plan ramp-up timelines, align with training teams, and validate staffing sufficiency to meet forecasted volumes and SLA expectations.
- Real-time Workforce Monitoring & Saturation Alerts
Monitor active staffing levels and queue capacity to detect early signs of resource saturation. Provide timely warnings and mitigation strategies (e.g., reallocation, overtime, or temp staffing) to prevent operational bottlenecks.
- Scenario Planning & Contingency Management
Conduct scenario-based planning to account for potential volume surges, platform changes, or crisis events. Develop contingency plans to safeguard moderation continuity and maintain SLAs.
- Stakeholder Collaboration & Communication
Work closely with Product Ops, Vendor Management, QA, and Policy teams to align capacity plans with evolving business priorities and ensure shared visibility into staffing risks and mitigation plans.
- Reporting & Team Management
Lead and coach high-performing teams. Strong reporting skills in both written and spoken.

Qualifications
Minimum Qualifications
- Bachelor’s degree in a quantitative or related field (e.g., Finance, Mathematics, Data Analytics, Economics, Supply Chain Management).
- 5+ years of experience in workflow and queue management, preferably within BPO, multi-site, or tech company environments.
- Advanced proficiency in Microsoft Excel and strong analytical skills with the ability to translate data into actionable insights.
- Deep understanding of moderation queues and workflow management processes including forecasting, scheduling, performance monitoring, and system optimization.
- Solid project and program management skills, with experience managing budgets and workforce plans involving multiple stakeholders.
- Excellent in both Chinese and English communication skills, with strong stakeholder management and collaboration abilities as this role will cover Mandarin-speaking markets.

Preferred Qualifications
- Experience with data analytics tools such as SQL, Power BI, or Tableau.
- Background in vendor or partnership management.
- Experience in BPO or call center operations is a plus.
- Familiarity with programming or system configuration is advantageous.
- Resilience and commitment to self-care, given the emotionally demanding nature of Trust & Safety work.

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.​