Operation Guidelines & Standard Manager (Mandarin Speaking) - Singapore - VSO

TikTok Pte. Ltd.; Singapore; On-site; SGD 120,000 - 210,000; Full time

Job summary

TikTok Pte. Ltd. seeks an experienced leader for the Operational Guidelines & Standards department to bridge Policy and frontline operations. The role focuses on turning complex safety policies into scalable workflows that are applied globally.

You will supervise OGS Specialists, oversee policy translation, and guide knowledge management and process documentation to support standardized operations across markets.

Qualifications

• Deep policy knowledge in operations/governance and structured design.
• Experience in policy operationalization, process optimization, or large-scale transformation.
• Proven ability to lead across Policy, Product, Engineering and Operations via stakeholder management.

Responsibilities

• Lead, mentor, and develop a high-performing OGS team.
• Translate policy intent into clear, scalable workflows and decision frameworks.
• Drive knowledge management, SOP development, and policy update cascades.

Skills

Policy knowledge

Cross-functional collaboration

Analytical thinking

Bilingual Chinese/English

Job description

Responsibilities

About the role The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows. Responsibilities

• Team Leadership & Development: Lead, mentor, and develop a high-performing team of OGS Specialists, fostering strong execution, capability building, and operational excellence.
• Strategic Policy Translation & Synthesis: Oversee the translation of complex policy intent into clear, scalable, and consistently applied operational workflows, guidelines, and decision-making frameworks across the Line of Business.
• Knowledge Management & Framework Design: Drive the strategy for knowledge base management, SOP development, process documentation, and policy update cascades, ensuring clear governance, version control, and standardized operational frameworks.
• AI Strategy & Innovation: Leverage AI capabilities to improve policy translation, optimize documentation quality, and enhance the efficiency and scalability of operational materials and workflows.
• Cross-Functional Leadership: Partner with stakeholders across Policy, Product, Quality, and Regional Operations teams to align policy intent with operational execution and drive resolution on clarification needs and execution gaps.
• Advanced Analytics & Data-Driven Optimization: Guide the team in using quality metrics, escalations, and user appeal trends to identify root causes, strengthen decision consistency, and drive strategic improvements to guidelines and processes.
• Feedback Loop Management: Establish and manage structured feedback loops into Policy to ensure frontline insights, operational risks, and market realities are reflected in future guideline development.
• Global Program Management: Lead policy and process change management by assessing risk, coordinating updates, and driving globally consistent yet locally applicable implementation across teams and markets.
• Global/Cultural Nuance: Incorporate regional operational differences and cultural context into strategy, guideline design, and execution planning to support effective operations across diverse markets.

Qualifications

Minimum Qualification(s):

• Demonstrate strong policy knowledge in the Ops functional domain & able to connect with operational governance/process strategy/ structured-design
• Have a good understanding of policy operationalization, process optimization, or large-scale operational transformation
• Proven ability to lead & operate in cross-functional environments (Policy, Product, Engineering, Operations) through stakeholder management & collaboration
• Strong analytical and structured thinking skills with the ability to translate ambiguity into system-level solutions
• Proficiency in Chinese and English is required to collaborate with global partners and key stakeholders based in Mandarin-speaking markets where Mandarin is a primary working language.

Preferred Qualification(s):

• Demonstrable experience working within complex regional operating models
• Prior experience in managing, mentoring, and developing a team of specialists in a fast-paced operational or policy environment.
• Background in Trust & Safety, content management, or platform governance
• Experience in policy framework design, operational transformation, or quality system design
• Exposure to large-scale system optimization or cross-functional transformation programs