Operation Guidelines & Standard Manager - Singapore - VSO

Role Summary

The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.

Responsibilities

• Team Leadership & Development: Lead, mentor, and develop a high-performing team of OGS Specialists, fostering strong execution, capability building, and operational excellence.
• Strategic Policy Translation & Synthesis: Oversee the translation of complex policy intent into clear, scalable, and consistently applied operational workflows, guidelines, and decision-making frameworks across the Line of Business.
• Knowledge Management & Framework Design: Drive the strategy for knowledge base management, SOP development, process documentation, and policy update cascades, ensuring clear governance, version control, and standardized operational frameworks.
• AI Strategy & Innovation: Leverage AI capabilities to improve policy translation, optimize documentation quality, and enhance the efficiency and scalability of operational materials and workflows.
• Cross-Functional Leadership: Partner with stakeholders across Policy, Product, Quality, and Regional Operations teams to align policy intent with operational execution and drive resolution on clarification needs and execution gaps.
• Advanced Analytics & Data-Driven Optimization: Guide the team in using quality metrics, escalations, and user appeal trends to identify root causes, strengthen decision consistency, and drive strategic improvements to guidelines and processes.
• Feedback Loop Management: Establish and manage structured feedback loops into Policy to ensure frontline insights, operational risks, and market realities are reflected in future guideline development.
• Global Program Management: Lead policy and process change management by assessing risk, coordinating updates, and driving globally consistent yet locally applicable implementation across teams and markets.
• Global/Cultural Nuance: Incorporate regional operational differences and cultural context into strategy, guideline design, and execution planning to support effective operations across diverse markets.

Requirements

Minimum Qualification(s)

• Demonstrate strong policy knowledge in the Ops functional domain and the ability to connect with operational governance, process strategy, or structured design
• Have a good understanding of policy operationalization, process optimization, or large-scale operational transformation
• Proven ability to lead & operate in cross-functional environments (Policy, Product, Engineering, Operations) through stakeholder management & collaboration
• Strong analytical and structured thinking skills with the ability to translate ambiguity into system-level solutions

Preferred Qualification(s)

• Demonstrable experience working within complex regional operating models
• Prior experience in managing, mentoring, and developing a team of specialists in a fast-paced operational or policy environment.
• Background in Trust & Safety, content management, or platform governance
• Experience in policy framework design, operational transformation, or quality system design
• Exposure to large-scale system optimization or cross-functional transformation programs

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.