Search Operation Regional Manager-AMS, Trust and Safety

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imagination 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.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

What will I be doing?
- Lead AMS Search Operations Data Service Teams of People Managers, Quality Assurance Specialists, and Evaluators to perform policy localization, BPO quality management, Quality assurance, RCA(Root Cause Analysis), data analysis & deep dives, make reports & policy recommendations, and triage escalations
- Develop and lead the execution of both the tactical and strategic direction of this regional team, leading the operations, change management, and scaling/driving adoption of new programs, tools etc.
- Lead a high-performing operations team who are effective, engaged, and aligned with our company culture and values.
- Work with Ops Leadership and Cross-functional teams to understand various product ecosystems in order to ensure alignment of quality assessment procedures and data delivery with product strategies
- Partner with cross-functional partners on analysis and reporting.
- Coach & support search ops team leads to developing and/or enhancing the Quality framework, methods for performance management, tracking KPIs, and working for any performance improvement initiatives
- Lead your team to detect, land and optimize any efficiency, productivity and accuracy improvement opportunities
- Analyse data firsthand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
- Enhance the quality process with the automation of metrics by the creation of dashboards
- 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 the support needed to achieve objectives in deep dives, make reports & policy recommendations and triage escalations

Qualifications

Minimum Qualification
- Bachelor's Degrees and above
- Minimum 4+ years in Content Quality or Data Quality Management, at least 2 years of experience in search functions, and experience in E-commerce is strongly preferred
- 4+ years of leadership and people management experience (ideally across multiple locations) with a focus on performance, culture, engagement, and people growth and development
- Experience in partnership with BPOs
- Strong analytical skills with the ability to perform complex data analysis to derive key insights
- Able to explain data and trends with excellent communication skills
- Experience working cross-functionally, in a high matrix, a global organization with external and internal teams with the ability to influence leadership.
- Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints
- Strong proficiency in Data Analysis tools such as Microsoft Excel
- Proven leader with project management, planning, presenting and communication skills

Preferred Qualifications
- Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
- Ability and willingness to work on various projects
- Detail-oriented with the ability to create and maintain reports, procedures, proposals and presentations
-Outstanding natural communicator, with exceptional verbal, written and communication skills.

Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically deman