On-Call Escalation Program Lead, Trust & Safety

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

Job summary

TikTok Pte. Ltd. is seeking a strategic Oncall Escalation Program Manager to design and scale a cross-LOB Trust & Safety escalation system.

You will own the end-to-end escalation framework, governance, workflows, metrics, tooling, and continuous improvement. You will drive timely, consistent incident response and build a scalable system balancing risk, efficiency and stakeholder trust, coordinating with regional teams and global partners.

Qualifications

• 3+ years in Trust & Safety, Incident Management, Operations, or Program Management.
• Proven experience in building escalation or incident management systems from scratch.
• Strong analytical skills with experience in metrics design and data-driven decision making.
• Experience managing cross-functional and global stakeholders.

Responsibilities

• Define and own the end-to-end on-call strategy, operating model, and process architecture, including standardized SOPs, metrics, SLAs, and decision frameworks to ensure scalability, consistency, and clear accountability
• Design and govern a unified, cross-LOB on-call ecosystem, establishing clear ownership, decision rights, and escalation standards to enable seamless coordination across regions and functions
• Establish a structured RCA and risk management framework to identify systemic gaps across policy, tooling, and operations, and drive preventative actions to reduce recurring escalations
• Drive continuous improvement of the on-call system through closed-loop mechanisms, leveraging data insights, automation, and optimization to enhance efficiency, quality, and cost effectiveness
• Lead cross-functional alignment and stakeholder communication, acting as the central point of coordination to ensure clarity, speed, and effectiveness in escalation management

Skills

Incident management

Cross-functional leadership

Metrics design

Data-driven decisions

SRE frameworks

Tools

PagerDuty

ServiceNow

Job description

TikTok Pte. Ltd. is seeking a strategic Oncall Escalation Program Manager to design and scale a cross-LOB Trust & Safety escalation system.

You will own the end-to-end escalation framework, governance, workflows, metrics, tooling, and continuous improvement. You will drive timely, consistent incident response and build a scalable system balancing risk, efficiency and stakeholder trust, coordinating with regional teams and global partners.