Partner Operations Manager, APAC (LIVE & Monetization), Trust & Safety

TikTok; Singapore; On-site; SGD 80,000 - 130,000; Full time

Benefits offered by this job

Comprehensive wellbeing programs

Collaborative work environment

Job summary

TikTok is seeking a skilled individual to join their Regional Partner Success team in Singapore. In this role, you will manage end-to-end operational delivery of Live Content Moderation across vendor partners and drive performance metrics while leveraging data insights for quality improvements.

The ideal candidate holds a Bachelor’s degree, with over 5 years of experience in Trust & Safety, and a strong understanding of APAC markets. The position requires robust analytical skills and the ability to foster relationships with cross-functional partners.

Qualifications

• 5+ years in Trust & Safety or Content Moderation operations.
• Proven track record managing vendor operations at scale.
• Strong understanding of APAC regional cultural context.

Responsibilities

• Own operational delivery of Live Content Moderation across vendors.
• Drive root-cause analysis on underperformance with vendor QA leads.
• Build strong relationships with internal and vendor stakeholders.

Skills

Analytical skills

Communication skills

Vendor management

Trust & Safety experience

AI integration experience

Education

Bachelor's degree or equivalent

Tools

Performance dashboards

AI evaluation metrics

Job description

Responsibilities

About the team. This role is part of the Regional Partner Success team, supporting driving quality improvements, leveraging key data inputs from Quality Data Measurement. It serves as a key conduit between the TnQ TikTok team and partner teams, and is expected to drive performance metrics with moderation teams across the partner footprint.

• Vendor Operations Management
  • 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 operational 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 operational procedures, escalation protocols, and crisis response workflows.
• Quality Assurance & Data-Driven Performance
  • Own and maintain quality dashboards and performance scorecards across all partner sites; ensure data integrity and reduce discrepancies in reporting.
  • Drive root‑cause analysis deep dives on underperformance with vendor QA leads; surface feedback and propose actionable solutions to improve metrics.
  • Leverage quality data to identify accuracy gaps and drive continuous improvement initiatives.
  • Publish consolidated performance reports spanning markets, covering KPIs; present insights and recommendations to stakeholders.
  • Identify trends and anomalies through data analysis; propose proactive interventions before issues escalate.
• Policy Rollout & Compliance
  • Project‑manage the end‑to‑end rollout of policy changes, upskilling programs, case alignments, and new processes across vendor partners in coordination with POMs.
  • Provide operational support for major policy launches (e.g., large‑scale policy framework updates), including test execution, documentation QA, and readiness verification.
  • Where markets span multiple regions, serve as the cross‑region/cross‑partner liaison—aligning on quality standards, policy interpretation, and ecosystem changes.
  • Ensure vendor QA teams maintain a high bar of policy knowledge; conduct regular policy calibration sessions and alignment checks.
  • Oversee and communicate any misalignments from quality measurement processes to prevent impact on BPO accuracy and reporting.
• Stakeholder Management & Partnership
  • Build and maintain strong relationships with internal stakeholders including Inhouse T&S, Global Training, Quality, Policy Enforcement, Product teams and other XFNs.
  • Create a strong partnership cadence with vendor leadership to enable joint action planning and metric ownership on quality‑related matters.
  • Advocate for vendor moderation teams internally—surface their challenges, feedback, and operational constraints to drive systemic improvements.
  • Conduct triage during critical events, risk escalations, and major incidents at LOB and market level; coordinate cross‑functional response efforts.
  • Attend internal calibration and alignment sessions; provide necessary clarifications to partners based on community guidelines.
• Gen AI Integration & AI‑Augmented Moderation
  • Champion the adoption and optimization of Gen AI tools within vendor operations, including AI‑assisted triage, auto‑labeling, and intelligent queue routing.
  • Collaborate with T&S product and engineering teams to pilot and scale AI‑powered moderation features across vendor sites; manage UAT, feedback loops, and iteration cycles.
  • Evaluate vendor readiness for AI‑augmented workflows; design upskilling programs to build AI literacy and prompt‑engineering capabilities within vendor QA and moderation teams.
  • Monitor AI model performance metrics (precision, recall, false positive/negative rates) in partnership with ML teams; ensure AI outputs align with policy intent and cultural nuance.
  • Drive operational playbooks for human‑in‑the‑loop (HITL) workflows, ensuring moderators validate, override, and provide feedback on AI‑generated decisions.
  • Stay current on emerging Gen AI applications in Trust & Safety (e.g., multimodal content analysis, adversarial robustness testing, red‑teaming); advocate for their operational integration.

Qualifications

• Minimum 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 (direct people management).
  • Proven track record of managing vendor operations at scale (impact on quality metrics/SLA performance) or BPO KPI ownership/target‑driven performance management.
  • Strong analytical skills (data‑driven decision making) and proficiency in performance 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 experience leading large‑scale transformation initiatives and familiarity with sourcing/contracting processes.
• Preferred Qualifications
  • Strategic, critical thinking and strong communication skills.
  • Hands‑on experience integrating Gen AI/LLM‑based tools into operational workflows.
  • Familiarity with AI evaluation metrics.
  • Knowledge of AI safety principles, red‑teaming methodologies, QA processes, sampling methodologies, or golden set assessment frameworks.
  • Strong attention to detail, independent work ability (fast‑paced/ambiguous environments), judgment, coaching, and people management skills.
  • Experience with operational crisis management (Live moderation environments) or problem analysis/implementation of effective solutions.
  • Technical skills: Gen AI & Emerging – Data & Analytics (Dashboard design in Tableau/Looker/SQL), RCA methodologies, A/B testing for operational workflows; Vendor Ops Tech (BPO workforce management tools, real‑time queue monitoring, SLA tracking platforms).

Trust & Safety

Content that this role interacts with includes images, video, and text related to every‑day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence‑based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person‑centred, innovative and integrated approach.