Policy-to-Operations Lead: SOPs, AI & Global Risk

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

Job summary

TikTok is seeking a Policy Operations role to act as the operational bridge between Policy and frontline execution in Kuala Lumpur. You will translate Policy intent into scalable workflows, manage knowledge bases and SOPs, update processes, and handle operational clarifications.

You will use quality metrics and user appeals to identify gaps and strengthen risk control across frontline and BPO teams. You will collaborate with Policy, Product, Quality, and Regional Operations to ensure global

Qualifications

• 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.

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.

Skills

Policy knowledge

Cross-functional coordination

QA processes

SOPs

Data analysis

Operational governance

Malay language

English language

Job description

TikTok is seeking a Policy Operations role to act as the operational bridge between Policy and frontline execution in Kuala Lumpur. You will translate Policy intent into scalable workflows, manage knowledge bases and SOPs, update processes, and handle operational clarifications.

You will use quality metrics and user appeals to identify gaps and strengthen risk control across frontline and BPO teams. You will collaborate with Policy, Product, Quality, and Regional Operations to ensure global