Trust and Safety Operations a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
You will create innovative plans that drive the programs/projects to a continuous delivery and success through strong service delivery of core OKR/goals (Latency, utilization, quality, wellness)
You will hold the partner site accountable and help set a clear path towards operational excellence
You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management; This includes identifying operational performance, compliance risk and mitigations proactively within the assigned sites and/or lines of businesses
You will crisply articulate site performance and any remediation plans to an executive level becoming a subject matter expert for partner site
You need to manage multiple responsibilities simultaneously and efficiently prioritize and meet deadlines
Able to lead weekly, monthly, and quarterly business reviews
Work closely with the QA team to evaluate the efficiency and performance of the onshore and overseas content review team, serve as a communication hub between TikTok and the vendors, and work with partners to improve performance
Work closely with the Training team to ensure BPO trainers are certified, and assist in the planning and execution of new training requirements of product launches or continuous SOP enhancements
You will be responsible for auditing and validating vendor invoices for accuracy and submitting for internal approval
You will support complex vendor structure and internal stakeholder relationships and ensure adherence to standard operating procedures
You will perform root-cause analysis on incidents that impacted the vendors' ability to deliver on contractual key objectives
Travel is required by ~ 40%-60% for this role; Travel is in accordance with state safety protocols along with adhering to destination regulations
Qualifications
Minimum Qualifications:
Bachelor’s degree or 4+ years in Vendor Management/Operations Management experience
You have experience working with cross-functional teams, handling expectations and timelines, and monitoring performance in a fast paced work environment
You have strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes; You have the ability to gain trust and influence with limited direct authority
You have the ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also bring ideas to innovate in our day to day operations
Preferred Qualifications
Trust & Safety experience is preferred, but not a requirement
Experience in the Digital/Media industry is preferred
You come with Contact Center Operations Management or Program management background
Job Information
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
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.
Trust & Safety
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.
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