Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. We are looking for a Head of Quality with a background in Trust and Safety, Quality Assurance, Content Moderation, and/or Operations Management to lead our AMS operations in rapid growth.
As Head of Quality, you will lead a leadership team made up of Quality Managers and work closely with cross-functional Safety teams to enhance, maintain, and implement new QA procedures. Your team will be responsible for setting the ground truth to assess the performance of moderation teams, conducting deep dive RCAs and metrics analysis, and making recommendations to drive continuous quality improvements.
What will I be doing?
- Leader of the Quality Assurance teams in AMS hub, manage/mentor/lead the sub-teams to all kinds of safety-relevant projects in TikTok and other product lines.
- Point of contact for the region, working with regional peers to provide insights and build the long term strategy for the organisation which is in a rapid growth stage.
- Be a change leader, communicating key strategic updates for the regions with all relevant stakeholders globally.
- Be the owner of Operational Quality across all AMS content moderation work and partner with cross functional partners on analysis and reporting.
- Work with Safety Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of QA assessment procedures with product strategies
- Coach & support QA Managers and Leads to develop and/or enhance the T&Q framework, methods for performance management, and tracking KPIs
- Lead a team of Quality Assurance Specialists through Managers to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations
- Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
- Automation of metrics by creation of dashboards for reporting and analysis
- Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request
- Validate information of RCA reports created by your team and present findings to key internal stakeholders
- Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations and triage escalations.
- This role can be based in either San Jose, San Francisco or Austin.

Qualifications

- Minimum Bachelor of Arts/Science degree in Business, Economics or Statistics
- Several years experience in Content Quality, T&S Operations, or a similar industry is preferable
- Significant leadership experience, managing large teams (through layers) of approx 500 HC and working with BPOs
- Solid understanding of how Training and Quality work together along with working cross-functionally with external and internal teams
- Strong analytical skills with the ability to perform complex data analysis to derive key insights, explain data and trends with excellent communication skills
- Strong proficiency in Data Analysis tools such as Microsoft Excel along with proficiency utilising data visualisation tools such as Tableau or Power BI
- Experience in Six Sigma, Lean principles, or Operational Maturity methodologies.

Preferred Qualifications:
- Experience working with partners internationally across different time zones
- Detail oriented with the ability to create and maintain reports, procedures, proposals and presentations
- Outstanding natural communicator, exceptional verbal, written and communication skills in English.

Trust & Safety recognises that keeping our platform safe for 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.

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.

TikTok 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://shorturl.at/cdpT2