Operation Guidelines & Standard Specialist - Kuala Lumpur - VSO

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

Job summary

TikTok is seeking a Policy Operations role in Kuala Lumpur to bridge policy with frontline execution. The candidate will translate complex policies into scalable workflows, manage SOPs, and drive continuous improvement using quality metrics and user feedback.

The role collaborates across Policy, Product, Quality, and Regional Operations to ensure consistent decision-making and risk control while tailoring guidelines to regional contexts.

Qualifications

• Strong policy knowledge in the Ops functional domain and ability to connect with governance/process.
• Experience with operational workflows, QA, or policy execution activities.
• Ability to support cross-functional coordination (Policy, Ops, Product, or vendor teams).
• Basic analytical skills to structure data, identify issues, and provide escalation insights.
• Familiarity with SOPs, process documentation, or workflow execution.

Responsibilities

• Translate policies into clear, actionable operational workflows and decision frameworks for frontline teams.
• Build, standardize, and maintain knowledge management systems and SOPs with governance.
• Leverage AI tools to improve documentation quality and material creation.
• Collaborate with Policy, Product, Quality, and Regional Ops teams to bridge policy and execution.
• Review quality metrics, escalations, and appeals data to identify gaps and improve guideline consistency.
• Support policy and process change management across markets, assessing operational risk.
• Apply regional and cultural context to ensure guidelines are locally relevant.

Skills

Policy knowledge

Cross-functional coordination

Analytical thinking

SOP/documentation

Policy enforcement

Job description

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 Qualifications

• 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 escalation insights clearly
• Familiarity with standard operating procedures (SOPs), process documentation, or workflow execution

Preferred Qualifications

• 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

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.