OGS Specialist - AIS - Malay

TikTok; Kampung Malaysia Tambahan; Hybride; MYR 120 000 - 180 000; Plein temps

Résumé du poste

TikTok is seeking an Operations professional to act as the bridge between Policy and frontline execution in Kuala Lumpur. You will translate Policy intent into scalable workflows, manage knowledge bases, and drive standardized documentation across the organization.

You will leverage AI to enhance materials, work with Policy, Product, and Regional Operations, and use metrics to improve consistency and risk controls globally, while respecting local nuances.

Qualifications

• Strong policy knowledge in Ops domain and ability to connect with governance.
• Experience with operational workflows, QA, or policy execution (execution-focused).
• Proven ability to coordinate across Policy, Ops, Product or vendor teams.
• Basic data structuring skills to identify issues and derive insights.
• Familiarity with SOPs, documentation, or workflow execution.
• Proficiency in Malay for local markets and English for global collaboration.

Responsabilités

• Translate policies into clear, scalable operational workflows and guidelines for frontline teams.
• Build and maintain knowledge management systems, SOPs, and governance with version control.
• Leverage AI tools to improve documentation quality and create operational materials.
• Collaborate with Policy, Product, Quality, and Regional Ops to bridge policy and execution.
• Review quality metrics, escalations, and appeals to identify gaps and improve guidelines.
• Support policy and process changes across markets by assessing risk and coordinating updates.
• Apply regional and cultural context to ensure guidelines are locally relevant.

Connaissances

Policy knowledge

Cross-functional coordination

Analytical thinking

Operational governance

Malay language proficiency

English proficiency

Description du poste

Responsibilities

About the Role

You will act as the operational bridge between Policy and frontline execution, translating Policy intent into clear, scalable and consistently applied operational excellence. You will own operations knowledge base management, SOP/process documentation, policy update processes, operational clarification handling, and structured feedback loops into Policy. You will also use insights from quality metrics, escalations and user appeals to identify execution gaps, improve decision consistency, and strengthen risk control across frontline and BPO teams.

Responsibilities

• Policy Translation & Synthesis: Translate complex policies into clear, actionable, and scalable operational workflows, guidelines, and decision-making frameworks for frontline operations teams.
• Knowledge Management & SOP Design: Build, standardize, and maintain knowledge management systems, SOPs, and key operational documentation with clear governance and version control.
• AI Leverage Capability: Leverage AI tools to enhance policy translation, improve documentation quality, and streamline the creation of operational materials.
• Cross-Functional Stakeholder Management: Collaborate with Policy, Product, Quality, and Regional Operations teams to bridge policy intent and operational execution.
• Analytical Thinking & Data-Driven Problem Solving: Review quality metrics, escalations, and appeals data to identify execution gaps, uncover root causes, and improve guideline consistency.
• Global Program Management: Support policy and process change management by assessing operational risk, coordinating updates, and driving consistent implementation across markets.
• Global/Cultural Nuance: Apply regional and cultural context to ensure global guidelines are operationally effective and locally relevant.

Qualifications

Minimum Qualification(s):

• Demonstrate strong policy knowledge in the Ops functional domain and be able to connect with operational governance and processes.
• Exposure to operational workflows, QA processes, or policy execution activities (execution-focused, not design ownership)
• Proven ability to support cross-functional coordination (Policy, Ops, Product, or vendor teams)
• Basic analytical skills with the ability to structure data, identify issues, and elevate insights clearly
• Familiarity with standard operating procedures (SOPs), process documentation, or workflow execution
• Professional proficiency in Malay is required to support operations and policy implementation for Malay language markets. Professional proficiency in English is also required for cross-functional collaboration with global stakeholders.

Preferred Qualification(s):

• Exposure to policy enforcement workflows or quality assurance processes
• Basic understanding of process improvement or operational reporting (dashboards, tracking, QA metrics)
• Experience working in fast-paced, high-volume operational environments
• Strong attention to detail with the ability to follow structured frameworks and guidelines

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.