Operational Excellence Lead, Trust & Safety - USDS

Responsibilities

About TikTok U.S. Data Security
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.

Why Join Us
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.

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.

The Operational Excellence Lead is responsible for driving operational excellence within our internal and external content moderation operations. They will work so that internal departments and vendor operations meet and exceed performance targets while delivering high-quality, innovative, forward thinking services.
This role will work closely with cross-functional teams to identify and implement process improvements. It will leverage data-driven insights and foster a culture of continuous learning and innovation.

Responsibilities
- Assess existing content moderation processes for effectiveness and efficiency.
- Develop and execute operational strategies to optimize performance, efficiency and accuracy across content moderation operations, including both internal and vendor teams. Evaluate and enhance current content moderation processes for efficiency and effectiveness.
- Lead the identification and implementation of process improvements, leveraging data analytics and industry best practices to drive operational excellence.
- Collaborate with cross-functional teams to streamline processes, implement innovative solutions, eliminate bottlenecks and enhance our operational metrics.
- Analyze performance metrics, identify trends and patterns, and provide data-driven insights to inform decision-making and strategic planning.
- Drive a culture of continuous improvement, encouraging innovation, problem-solving and knowledge sharing between inhouse teams and BPOs.
- Identify and offer mitigation solutions to operations leadership on operational risks, developing contingency plans and helping implement risk management strategies.
- Provide regular reports to senior management, highlighting efforts in increased efficiency and operational performances, detected areas of improvement and mitigation plans.
- Create and run an innovation program that will span across both inhouse and vendor teams to ensure that ideas and trends are surfaced to the right teams, that the operations teams are educated on how to surface actionable trends and that successful/implemented ideas are rewarded accordingly.
- Ensure ongoing professional development to keep up to date on content moderation industry best practices.

The Enforcement Operations Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this person may interact 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 abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

Qualifications

Minimum Qualifications:
- Strong understanding of content moderation policies, guidelines and industry best practices.
- 2 years of experience in a leadership role overseeing operational processes
- 2 years of experience working with content moderation teams
- Proven track record of implementing successful process improvements
- Excellent analytical and problem solving skills
- Strong communication and interpersonal skills
- Familiarity with industry-specific tools and technologies

Preferred Qualifications
- Certification in operational excellence or related areas
- Experience working with global teams
- Previous experience in vendor management
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. 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 proceeding.

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.

D&I Statement
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.

Accommodation Statement
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/ktJP6

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.