Product & Process Solutions Program Manager (Quality Solutions), Trust & Safety

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

Job summary

TikTok is seeking a Quality Evaluation & Operations professional to join the Video Safety Operations - Product & Process Solutions team. You will design evaluation frameworks, measurement methodologies, and governance models to improve quality, safety, and efficiency across moderation workflows.

You will perform root-cause analyses, translate insights into actionable quality improvement plans, and coordinate across product, policy, engineering, and operations in a fast-paced, global environment.

Qualifications

• Strong experience in quality evaluation, quality operations, trust & safety, or related moderation domains.
• Proven capability in designing evaluation frameworks, metrics, and monitoring mechanisms.
• Strong understanding of strategy design from an evaluation perspective, not just execution support.
• Ability to translate evaluation findings into systematic quality improvement plans.
• Strong data analysis, structured problem-solving, and RCA capability.
• Solid project management skills with end-to-end ownership.
• Strong stakeholder management and cross-functional collaboration skills. Ability to work effectively in a fast-paced and evolving business environment.

Responsibilities

• Quality evaluation framework design and iteration.
• Evaluation strategy and measurement methodology design.
• Metric governance, monitoring, and confidence building.
• Root-cause analysis and evaluation-driven quality improvement.
• Cross-functional coordination across upstream and downstream teams.
• AI-enabled evaluation, validation, and workflow innovation.

Skills

Quality evaluation

Evaluation frameworks

Strategy design (evaluation)

Quality improvement plans

Data analysis

Root-cause analysis

Project management

Stakeholder management

Job description

Responsibilities

The Video Safety Operations - Product & Process Solutions team is dedicated to ensuring a safe, reliable, and efficient experience for TikTok users by managing operational excellence by leading demand and supply management, quality management and transition of initiatives of T&S operations. It evaluates and assesses process changes for implementation in T&S Video Safety operations. The team acts as an entry point between TikTok business and T&S Video Safety operations for all requests related to product, policy or process.

• Quality evaluation framework design and iteration
• Evaluation strategy and measurement methodology design
• Metric governance, monitoring, and confidence building
• Root-cause analysis and evaluation-driven quality improvement
• Cross-functional coordination across upstream and downstream teams
• AI-enabled evaluation, validation, and workflow innovation

Qualifications

Minimum Qualifications

• Strong experience in quality evaluation, quality operations, trust & safety, or related moderation domains
• Proven capability in designing evaluation frameworks, metrics, and monitoring mechanisms
• Strong understanding of strategy design from an evaluation perspective, not just execution support
• Ability to translate evaluation findings into systematic quality improvement plans
• Strong data analysis, structured problem-solving, and RCA capability
• Solid project management skills with end-to-end ownership
• Strong stakeholder management and cross-functional collaboration skills. Ability to work effectively in a fast-paced and evolving business environment

Preferred Qualifications

• Experience with moderation quality evaluation, arbitration, benchmark / GT design, or quality monitoring
• Experience working with OGS / QTS / Product / Policy / Engineering / Ops in workflow or strategy alignment
• Experience in AI-related evaluation, model validation, moderation‑assistance, or workflow automation
• Experience in platform / high-growth / global business environments

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.

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.