APAC Partner Operations Lead - Moderation & AI

TikTok Inc.; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

TikTok is seeking a seasoned Regional Partner Success professional to lead Live Content Moderation operations with vendor partners across regions. The role focuses on quality, efficiency, and cross-functional collaboration to uphold SLAs and drive continuous improvement.

Responsibilities include building vendor cadences, monitoring queues, and deploying data-driven performance insights. Experience with BPO, multi-country programs, and policy alignment is valued.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in Trust & Safety, Content Moderation operations, or BPO/vendor management; or 5+ years of managerial experience overseeing outsourced partner operations.
• Proven track record managing vendor operations at scale and influencing quality metrics/SLA performance.

Responsibilities

• Own end-to-end operational delivery of Live Content Moderation across vendor partners, ensuring SLA compliance for response time, accuracy, and throughput.
• Design and implement vendor operating cadences including partner huddles, weekly business reviews, and monthly strategic planning sessions.
• Monitor real-time moderation queues and escalation pathways; identify bottlenecks, capacity gaps, and quality drift.
• Coordinate queue go-live activities with stakeholders ensuring vendors are capacity-ready and reporting is configured prior to launch.
• Develop and maintain vendor playbook documentation covering procedures, escalation protocols, and crisis workflows.
• Own and maintain quality dashboards and performance scorecards across all partner sites; ensure data integrity and reduce discrepancies in reporting.
• Drive RCA deep dives on underperformance with vendor QA leads; surface feedback and propose actionable solutions.
• Leverage data to identify gaps and drive continuous improvement initiatives.
• Publish consolidated performance reports spanning markets, with insights for stakeholders.
• Identify trends and anomalies through data analysis; propose proactive interventions.

Skills

Vendor operations

Cross-country collaboration

Analytical skills

Dashboard proficiency

Education

Bachelor’s degree or equivalent practical experience

Tools

Tableau

Looker

SQL

Job description

TikTok is seeking a seasoned Regional Partner Success professional to lead Live Content Moderation operations with vendor partners across regions. The role focuses on quality, efficiency, and cross-functional collaboration to uphold SLAs and drive continuous improvement.

Responsibilities include building vendor cadences, monitoring queues, and deploying data-driven performance insights. Experience with BPO, multi-country programs, and policy alignment is valued.