Product & Process Solutions Program Manager (Account, Search & Interaction Safety), Trust & Safety

Product & Process Solutions Program Manager (Account, Search & Interaction Safety), Trust & Safety at TikTok in Singapore.

Role Summary

• Operational Safety Management: Develop and implement a comprehensive framework for managing safety associated with Search, Comment and Messaging safety, with a strong focus on critical safety metrics including efficiency and quality metrics (e.g. CGVR, TCOA, and moderation/model performance). This includes setting up standards for key safety projects, workforce planning, enforcement mechanisms, and accuracy to ensure a cohesive and resilient safety strategy.
• End-to-End Process & Project Oversight: Oversee all stages of Search & Community Interaction Safety projects, ensuring that processes are designed to meet high standards of efficiency and quality. This includes preparing for projects meticulously and continuously monitoring key metrics to maintain and enhance operational excellence throughout each project's lifecycle.
• Stakeholder Communication & Cross-Functional Collaboration: Regularly prepare and share updates with stakeholders, detailing essential milestones and tasks to ensure clear alignment and enhance the overall project experience within the business domain. Collaborate closely with cross-functional teams to define and execute a moderation strategy that aligns with company values, policies, and industry best practices, actively driving project momentum and success.

Responsibilities

The Search & Interaction Safety Team is a lean, agile team dedicated to safeguarding user interactions across Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

• Develop and oversee the end-to-end processes and operations for Search and Interaction Safety projects, ensuring quality standards are met through meticulous preparation and ongoing monitoring of key project metrics.
• Utilize various business platforms and tools proficiently to monitor and analyze project progress effectively, ensuring successful project delivery through proactive identification of potential issues and areas for improvement.
• Lead the analysis of project data to derive valuable insights, enabling data-driven decisions and facilitating strategic initiatives for enhancement. Regularly prepare and disseminate project updates to stakeholders, highlighting essential milestones and tasks to enhance the overall project experience within the business domain.
• Collaborate closely with cross-functional teams to define and implement a comprehensive moderation strategy aligned with the company's values, policies, and industry best practices, actively driving project progress.
• Define clear success standards and metrics for moderation operations, encompassing metrics definition, target setting, and ongoing monitoring to ensure alignment with organizational goals.
• Conduct comprehensive analyses of existing moderation processes, tools, and policies to pinpoint areas for improvement in quality, efficiency, and effectiveness, laying the groundwork for strategic enhancements.
• Lead transformative initiatives aimed at optimizing moderation practices, including process redesign, technology implementation, and automation strategies, driving continuous improvement and innovation within the moderation framework.

Requirements

• Bachelor's degree in a related field
• 5+ years of experience in Search or Interaction content moderation operations or quality operations, with a proven track record of designing and implementing quality strategies and initiatives.
• Strong understanding of moderation processes, tools, and policies, with the ability to conduct detailed analysis and identify improvement areas.
• Excellent data analysis and project management skills, with the ability to lead cross-functional teams and drive strategic initiatives from inception to execution.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.

Preferred Qualifications

• Experience in process redesign, technology implementation, and automation strategies is highly desirable.

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.

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