Automation Program Manager - Trust and Safety

TikTok Pte. Ltd.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading tech company in Singapore seeks a talented Program Manager to oversee automation initiatives. The role requires over 5 years of project management experience, strong analytical skills, and the ability to lead cross-functional teams. Responsibilities include developing operational roadmaps, analyzing model performance, and defining program objectives. Ideal candidates will have experience with Machine Learning projects and exceptional communication skills. Join us to enhance automation quality and drive AI initiatives.

Qualifications

• 5+ years of relevant experience in program/project management.
• Strong analytical and structured problem-solving skills.
• Demonstrated ability to manage and execute multiple concurrent projects.
• Outstanding spoken and written communication skills in English.

Responsibilities

• Develop and manage operational roadmaps for automation initiatives.
• Perform data analysis on model performance to improve accuracy.
• Define program objectives and success criteria in collaboration with stakeholders.
• Establish monitoring mechanisms for AI tools leveraging user feedback.
• Maintain communication channels with stakeholders for program updates.

Skills

Program/project management

Analytical skills

Structured problem-solving

Communication skills

Education

Bachelor's degree or equivalent

Job description

Responsibilities

The Automation Team works closely with Product, Engineering, Algorithms, Operations, and other departments to strategically drive moderation automation and AI initiatives and maximize impact and ensure goal attainment. We are seeking a talented, highly-organized, and self-motivated Program Manager to oversee the end-to-end management of our automation initiatives. This role will be critical in formulating and implementing operational processes to support automation launches, conducting deep-dive analyses into moderation cases to identify optimization opportunities, and rolling out new tools to maximize productivity and enhance moderation quality.

Responsibilities:

• Develop and manage operational roadmaps for automation initiatives, and coordinate execution across cross-functional teams (Product, Engineering, Algorithms, Operations).
• Perform data analysis on model performance (leakage and overkill cases) to provide feedback and continuously improve the accuracy of moderation execution.
• Define program objectives, scope, and success criteria in collaboration with stakeholders to pilot and scale AI/ML tools designed to assist human moderation.
• Establish robust monitoring mechanisms for AI tools, leveraging user feedback and performance metrics to derive strategic insights that inform process renovation and guide prompt enhancements for optimal AI tool adoption.
• Maintain clear communication channels with stakeholders to provide regular updates on program status, milestones, and key performance indicators (KPIs).
• Accurately assess the urgency of issues and elevate them (internally and/or externally) as appropriate.

Qualifications

Minimum Qualifications

• 5+ years of relevant experience in program/project management, business operations, or related fields.
• Strong analytical and structured problem-solving skills, with a proven ability to interpret data to drive continuous improvements.
• Demonstrated ability to methodically manage and execute multiple concurrent projects effectively within a fast-paced, international setting, leveraging influence and trust to lead and align cross-functional stakeholders.
• Outstanding spoken and written communication skills in English.
• Bachelor's degree or equivalent.

Preferred Qualifications

• Proven project experience in Machine Learning (ML) or Large Language Model (LLM) related initiatives, coupled with proficiency in defining and managing complex program schedules.
• Proven experience in the Trust & Safety domain, mass service team management, or a closely related field, preferably at a technology or service operations platform.
• Familiarity with AI agent product concepts or experience using agent tools in a professional setting.