Group Leader - Safety Model Operations

TikTok; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading tech company based in Kuala Lumpur seeks an experienced Operations Manager to lead large operational teams in AI Moderation services. The ideal candidate has a strong leadership background, with at least 2 years managing managers in Trust & Safety or related domains. Responsibilities include driving operational excellence, monitoring performance, and fostering a feedback-driven culture. Candidates should have excellent communication and analytical skills. Join us to scale our operations and enhance the efficiency of our AI systems.

Qualifications

• Minimum 2 years of leadership experience managing teams.
• Strong communication skills to influence and collaborate.
• Ability to deliver high-quality results under tight timelines.

Responsibilities

• Lead operational teams, ensuring high-quality delivery.
• Drive continuous improvement and operational excellence.
• Monitor quality performance against project KPIs.

Skills

Leadership experience

Communication skills

Problem-solving

Analytical skills

Education

Bachelor’s degree in business, management, or related field

Job description

Overview

Safety Model Operations (SMO) is a dedicated organization that provides end-to-end support for AI Moderation services across a wide range of international products. Our core function is to deliver high-quality labeling, evaluation, and safety-related data services that help ensure AI systems operate responsibly, accurately, and in alignment with product requirements. As AI Moderation needs grew in scale and complexity, these projects were consolidated into a standalone department —Safety Model Operations—to enable sharper operational focus, stronger governance, and more specialized expertise.

The SMO Delivery Team plays a critical role in the organization. Its primary responsibility is to carry out the full spectrum of quality assurance activities for each project, ensuring high operational standards and driving continuous improvement across all AI Moderation initiatives.

Objective of the Role

• Grow and scale large operational teams through effective development and performance management mechanisms.
• Manage and coach team leads at varying experience levels to ensure consistent operational excellence.
• Strengthen stakeholder relationships and continually improve response times and service delivery.
• Design, implement, and refine service standards, operational procedures, and best practices.
• Drive continuous improvement by updating service methods and optimizing workflows to enhance efficiency and internal capacity.
• Prepare and deliver regular operational and performance reports to senior leadership.
• Monitor staffing needs and lead recruitment efforts to support scaling requirements.
• Develop and oversee problem‑management frameworks and service‑improvement initiatives.

Key Responsibilities

• Lead, motivate, and support large, fast‑paced operational teams, ensuring high‑quality delivery, timely issue resolution, and employee development.
• Set clear expectations and oversee performance through planning, monitoring, appraisals, and continuous feedback.
• Manage data collection and reporting to meet productivity targets, reduce unit cost, eliminate errors, and deliver exceptional customer experience.
• Collaborate cross‑functionally with product, engineering, policy, and operations teams to enhance proprietary tools, systems, and workflows.
• Foster a feedback‑driven culture focused on continuous improvement and operational excellence.
• Create, maintain, and oversee training and knowledge‑management programs, including onboarding, enablement metrics, and training effectiveness.
• Partner closely with Legal, Safety, and Compliance teams to ensure adherence to regulatory and internal standards.
• Identify, escalate, and resolve issues of medium complexity, removing operational barriers and driving stakeholder alignment.
• Conduct detailed reviews and complex RCAs to ensure labeling accuracy and consistency.
• Monitor quality performance and compliance against project‑specific KPIs.
• Identify trends, risks, and potential gaps in processes or guidelines.
• Provide structured feedback and improvement recommendations to the Central Project Team.
• Support continual optimization of workflows, tools, and evaluation methodologies.
• Improve model performance of AI models.

Qualifications

Minimum Qualifications:

• Minimum 2 years of leadership experience managing managers, ideally in Trust & Safety, Tech Operations, or a related domain.
• Strong communication and interpersonal skills, with the ability to influence and collaborate across teams.
• Demonstrated ability to lead, motivate, and scale high‑performing teams.
• Proven capability in strategy development, project prioritization, and delivering high‑quality results under tight timelines.
• Strong problem‑solving and decision‑making skills in fast‑changing environments.
• Experience managing budgets, headcount, and operational resources effectively.
• Advanced analytical skills with the ability to interpret complex data, extract insights, and inform decisions; excellent organizational and time‑management skills with strong attention to detail.

Preferred Qualifications:

• Bachelor’s degree in business, management, operations, or a related field.
• Demonstrated experience building, scaling, and developing large teams in a high‑growth or fast‑paced environment.
• Experience working cross‑functionally in a highly matrixed, global organization and with external partners.

Disclaimer

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