On-Call Escalation Program Manager, Trust & Safety

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

Job summary

TikTok 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, including governance, workflows, metrics, tooling, and continuous improvement mechanisms.

You will drive timely, high-quality incident response and build a scalable system balancing risk, efficiency, and stakeholder trust across regions and functions.

Qualifications

• 3+ years in Trust & Safety, Incident Management, Operations, or Program Management.
• Proven experience building escalation or incident management systems from scratch.
• Strong analytical skills with 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 with SOPs, metrics, SLAs and decision frameworks.
• Design and govern a unified cross-LOB on-call ecosystem with clear ownership and escalation standards.
• Establish RCA and risk management framework to identify gaps and drive preventative actions.
• Drive continuous improvement using data insights, automation, and optimization.
• Lead cross-functional alignment and stakeholder communication for escalation management.

Skills

Trust & Safety

Incident Management

Operations

Program Management

Tools

PagerDuty

ServiceNow

Job description

TikTok 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, including governance, workflows, metrics, tooling, and continuous improvement mechanisms.

You will drive timely, high-quality incident response and build a scalable system balancing risk, efficiency, and stakeholder trust across regions and functions.