Trust & Safety On-Call Escalation Lead

TikTok; Singapore; Vor Ort; SGD 120.000 - 160.000; Vollzeit

Zusammenfassung

TikTok is seeking a strategic Oncall Escalation Program Manager to design and scale a cross-LOB escalation system within Trust & Safety in Singapore. You will own the end-to-end on-call strategy, governance, workflows, and incident response to ensure timely, high-quality escalations.

The role emphasizes building scalable processes, metrics, and cross-functional collaboration with global stakeholders, while balancing risk, efficiency and trust across regions.

Qualifikationen

• 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 data-driven decision making.
• Experience managing cross-functional and global stakeholders.
• Familiarity with SRE/incident frameworks and vendor operations.

Aufgaben

• Define and own the end-to-end on-call strategy, operating model, and process architecture, including SOPs, metrics, SLAs, and decision frameworks.
• Design and govern a unified cross-LOB on-call ecosystem with clear ownership and escalation standards.
• Establish a structured RCA and risk management framework to identify systemic gaps and drive preventive actions.
• Drive continuous improvement of the on-call system using data insights, automation, and optimization.
• Lead cross-functional alignment and stakeholder communication to ensure timely escalation management.

Kenntnisse

Trust & Safety

Incident Management

Program Management

Data Analysis

Cross-functional Leadership

Tools

PagerDuty

ServiceNow

Jobbeschreibung

TikTok is seeking a strategic Oncall Escalation Program Manager to design and scale a cross-LOB escalation system within Trust & Safety in Singapore. You will own the end-to-end on-call strategy, governance, workflows, and incident response to ensure timely, high-quality escalations.

The role emphasizes building scalable processes, metrics, and cross-functional collaboration with global stakeholders, while balancing risk, efficiency and trust across regions.