OGS Specialist - AIS - Thai

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TikTok is hiring an OGS Specialist - AIS (Thai) in Kuala Lumpur to serve as the operational bridge between Policy and frontline execution. You will translate Policy into scalable workflows, manage knowledge bases, and design SOPs, while leveraging AI tools to improve documentation and materials.

You will work with Policy, Product, Quality, and Regional Operations to align actions with global guidelines and regional needs, ensuring risk control and consistent decision-making across teams.

Qualifications

• Strong policy knowledge in the Ops domain.
• Exposure to operational workflows or policy execution activities.
• Proven ability to support cross-functional coordination.
• Basic analytical skills to structure data and reveal insights.
• Familiarity with SOPs, process documentation, or workflow execution.
• Thai language proficiency required for Thailand market; English for global collaboration.

Responsibilities

• Translate policy into clear, scalable operational workflows for frontline teams.
• Build and maintain knowledge management systems and SOPs with governance.
• Leverage AI tools to improve documentation quality and materials.
• Collaborate with Policy, Product, Quality, and Regional Operations teams.
• Review quality metrics and appeals data to identify gaps and root causes.
• Support policy and process changes across markets with risk-aware planning.
• Apply regional context to keep guidelines locally relevant.

Skills

Policy knowledge

Operational workflows

Cross-functional coordination

Data analysis

SOP familiarity

Thai proficiency

English proficiency

Job description

Discover a career that energizes and excites you every day.

@2026 TikTok

OGS Specialist - AIS - Thai

Location:

Employment Type:

Regular

Job Code:

A81042A

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Responsibilities

About the roleYou 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.

• 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 & able to connect with operational governance/process.
• 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 Thai is required to support operations and policy implementation for Thailand Market. 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

Job Information

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.