APAC Partner Operations Leader for Moderation & AI

TikTok Pte. Ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok Pte. Ltd. is seeking a seasoned Trust & Safety Operations leader in Singapore to drive end-to-end Live Content Moderation across vendor partners, ensuring SLA adherence, quality, and throughput. You will own dashboards, RCA deep dives, and cross-region policy rollout in a fast-paced media environment.

Lead analytics-driven improvements with Gen AI integration, collaborate with TnQ, Global Training, and Policy teams, and manage cross-functional incident responses across markets.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in Trust & Safety, Content Moderation operations, or BPO/vendor management (tech industry); or 5+ years of managerial experience overseeing outsourced partner operations.
• Proven track record of managing vendor operations at scale or KPI ownership.
• Strong analytical skills (data-driven decision making) and proficiency in dashboards/reporting tools.
• Deep understanding of APAC regional/market-level cultural context.
• Experience working with cross-functional partners across multiple countries and time zones; or large-scale transformation initiatives and familiarity with sourcing/contracting processes.

Responsibilities

• Own end-to-end operational delivery of Live Content Moderation across assigned vendor partners, ensuring SLA compliance for response time, accuracy, and throughput
• Design and implement vendor operating cadences including partner huddles, weekly business reviews, and monthly strategic planning sessions
• Monitor real-time moderation queues and escalation pathways; proactively identify and resolve bottlenecks, capacity gaps, and quality drift
• Coordinate queue go-live activities with stakeholders ensuring vendors are capacity-ready, trained, and reporting is configured prior to launch
• Develop and maintain vendor playbook documentation covering procedures, escalation protocols, and crisis response workflows
• Own and maintain quality dashboards and performance scorecards across all partner sites; ensure data integrity
• Drive RCA deep dives on underperformance with vendor QA leads; surface feedback and propose actionable solutions
• Publish consolidated performance reports spanning markets; present insights to stakeholders
• Identify trends and anomalies through data analysis; propose proactive interventions
• Project-manage policy rollout, upskilling programs, and process alignments across vendor partners
• Provide operational support for major policy launches including test execution and readiness verification
• Cross-region liaison to align quality standards and ecosystem changes
• Ensure vendor QA teams maintain policy knowledge; conduct calibration sessions
• Oversee misalignments from quality measurement to prevent impact on accuracy and reporting
• Build relationships with internal stakeholders and vendor leadership to enable joint action planning
• Advocate for vendor moderation teams and coordinate cross-functional response during incidents
• Attend calibration sessions and provide clarifications based on community guidelines
• Champion Gen AI integration within vendor operations; pilot AI features and manage UAT
• Monitor AI model performance metrics and ensure outputs align with policy intent and cultural nuance
• Develop HITL playbooks and ensure moderators validate and provide feedback on AI decisions
• Stay updated on Gen AI applications and advocate for operational integration

Skills

Analytical skills

APAC cultural context

Cross-functional collaboration

Vendor operations management

Education

Bachelor’s degree or equivalent practical experience

5+ years of experience in Trust & Safety, Content Moderation operations, or BPO/vendor management; or 5+ years of managerial experience overseeing outsourced partner operations

Tools

Tableau/Looker/SQL

SLA tracking platforms

Job description

TikTok Pte. Ltd. is seeking a seasoned Trust & Safety Operations leader in Singapore to drive end-to-end Live Content Moderation across vendor partners, ensuring SLA adherence, quality, and throughput. You will own dashboards, RCA deep dives, and cross-region policy rollout in a fast-paced media environment.

Lead analytics-driven improvements with Gen AI integration, collaborate with TnQ, Global Training, and Policy teams, and manage cross-functional incident responses across markets.