Product & Process Solutions Program Manager (Account, Search & Interaction Safety), Trust & Safety

TikTok; Singapore; On-site; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Wellbeing programs

Job summary

TikTok in Singapore is seeking an experienced safety operations professional to manage end-to-end Search and Interaction Safety programs. You will oversee projects, monitor key metrics, and collaborate with Product, Data Science, Policy and frontline teams to implement moderation strategies aligned with our values.

The role focuses on data-driven improvements, process redesign, and scalable safety processes to ensure a safe and thriving community while delivering high-quality user interactions

Qualifications

• Bachelor's degree in related field is required.
• 5+ years of experience in Search or Interaction content moderation operations or quality operations.
• Strong understanding of moderation processes, tools and policies.
• Excellent data analysis and project management skills.
• Strong communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Develop and oversee end-to-end processes and operations for Search and Interaction Safety projects.
• Monitor and analyze project progress to deliver quality outcomes.
• Lead cross-functional collaboration to implement moderation strategy aligned with policies.
• Define and track moderation metrics, targets and success standards.
• Identify improvements in processes, tools and automation for moderation.

Education

Bachelor's degree in related field

Job description

Responsibilities

The Search & Interaction Safety Team is a lean, agile team dedicated to safeguarding user interactions across Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

About the role

• Operational Safety Management: Develop and implement a comprehensive framework for managing safety associated with Search, Comment and Messaging safety, with a strong focus on critical safety metrics including efficiency and quality metrics (e.g. CGVR, TCOA, and moderation/model performance). This includes setting up standards for key safety projects, workforce planning, enforcement mechanisms, and accuracy to ensure a cohesive and resilient safety strategy.
• End-to-End Process & Project Oversight: Oversee all stages of Search & Community Interaction Safety projects, ensuring that processes are designed to meet high standards of efficiency and quality. This includes preparing for projects meticulously and continuously monitoring key metrics to maintain and enhance operational excellence throughout each project's lifecycle.
• Stakeholder Communication & Cross-Functional Collaboration: Regularly prepare and share updates with stakeholders, detailing essential milestones and tasks to ensure clear alignment and enhance the overall project experience within the business domain. Collaborate closely with cross-functional teams to define and execute a moderation strategy that aligns with company values, policies, and industry best practices, actively driving project momentum and success.

Responsibilities

• Develop and oversee the end-to-end processes and operations for Search and Interaction Safety projects, ensuring quality standards are met through meticulous preparation and ongoing monitoring of key project metrics.
• Utilize various business platforms and tools proficiently to monitor and analyze project progress effectively, ensuring successful project delivery through proactive identification of potential issues and areas for improvement.
• Lead the analysis of project data to derive valuable insights, enabling data-driven decisions and facilitating strategic initiatives for enhancement. Regularly prepare and disseminate project updates to stakeholders, highlighting essential milestones and tasks to enhance the overall project experience within the business domain.
• Collaborate closely with cross-functional teams to define and implement a comprehensive moderation strategy aligned with the company's values, policies, and industry best practices, actively driving project progress.
• Define clear success standards and metrics for moderation operations, encompassing metrics definition, target setting, and ongoing monitoring to ensure alignment with organizational goals.
• Conduct comprehensive analyses of existing moderation processes, tools, and policies to pinpoint areas for improvement in quality, efficiency, and effectiveness, laying the groundwork for strategic enhancements.
• Lead transformative initiatives aimed at optimizing moderation practices, including process redesign, technology implementation, and automation strategies, driving continuous improvement and innovation within the moderation framework.

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field
• 5+ years of experience in Search or Interaction content moderation operations or quality operations, with a proven track record of designing and implementing quality strategies and initiatives.
• Strong understanding of moderation processes, tools, and policies, with the ability to conduct detailed analysis and identify improvement areas.
• Excellent data analysis and project management skills, with the ability to lead cross-functional teams and drive strategic initiatives from inception to execution.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.

Preferred Qualifications

• Experience in process redesign, technology implementation, and automation strategies is highly desirable.

Trust & Safety

Content that this role interacts with includes images, video, and text related to everyday 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.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.