Group Leader - Safety Model Operations, APAC

TikTok; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global technology firm is seeking a Group Leader for Safety Model Operations in Kuala Lumpur. This role focuses on leading operational teams, strategizing service standards, and ensuring high-quality delivery in a dynamic environment. The ideal candidate has at least 2 years of leadership experience, strong communication skills, and a proven ability to manage high-performing teams. This position offers a unique opportunity to influence operations in a fast-growing tech landscape.

Qualifications

• Minimum 2 years of leadership experience managing managers in Trust & Safety or Tech Operations.
• Proven ability to lead and motivate high-performing teams.
• Strong analytical skills for interpreting complex data.

Responsibilities

• Lead and motivate fast-paced operational teams.
• Manage data collection and reporting to meet productivity targets.
• Collaborate with cross-functional teams to enhance tools and systems.

Skills

Leadership

Communication

Problem-solving

Project management

Analytical skills

Education

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

Job description

Group Leader - Safety Model Operations, APAC

Safety Model Operations (SMO) is a dedicated organization that provides end-to-end support for AI Moderation services across 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. The SMO Delivery Team carries out the full spectrum of quality assurance activities for each project, with a focus on sharp operational delivery, governance, and specialized expertise in AI safety and moderation.

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.

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.

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.