Workforce and Workflow Lead

TikTok; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

TikTok is seeking a Workflow Management professional to own scheduling, real-time monitoring, and end-to-end queue design for optimized moderation operations in Singapore.

You will build workflow strategy, monitor intraday performance, and collaborate with cross-functional teams to implement tooling and process improvements that raise SLA and efficiency while ensuring safety standards across global content moderation.

Qualifications

• Bachelor degree or above in a related role.
• Strong logical and structural thinking; able to meet deadlines and manage conflicting priorities.
• Strong project management and communication skills; able to coordinate with multiple teams.
• Advanced proficiency in MS Excel with ability to present analytical results concisely.
• Keen eye for detail when handling large datasets.
• Strong stakeholder management, including with senior stakeholders.
• Excellent written and spoken English.

Responsibilities

• Own internal business workflow optimization by collecting and analyzing problems in business implementation.
• Build workflow strategy and queue design to improve performance and efficiency.
• Monitor intraday performance and optimize day-to-day operations through process improvements.
• Oversee workflow setup, follow-up on-line testing, and enhance platform performance from the business perspective.
• Drive moderation strategy operation and optimization for local markets.
• Monitor capacity delivery and model deployment scenarios using data-driven analysis.
• Collaborate with cross-functional teams to improve capacity monitoring and reporting tools; translate business needs into clear requirements.

Skills

data analysis

scheduling

real time monitoring

performance monitoring

strategic planning

MS Excel

project management

stakeholder management

English communication

Education

Bachelor's degree or above in related field

Job description

About the teamOur Operations team moderate millions of videos globally every day, ensuring we are bringing only safe content to our users. Workflow Management builds and optimises moderation business processes, monitoring performance and continuously looks for areas to improve efficiency and maintain high standards of safety.About the roleOwn scheduling/staffing assessment & efficiency monitoring, real-time monitoring, and volume routing setup/management end-to-end. This role leads workflow optimization and queue design to improve SLA, efficiency, and operational outcomes, and drives cross-functional delivery of tooling and strategy changes.Responsibilities1. Responsible for the internal business work-flow optimization, optimize internal business processes by collecting and analyzing problems in business implementation.2. Build workflow strategy, platform design, queue design to improve performance and efficiency in business3. Monitor intraday, improve on the day and short term moderation performance through various, process and efficiency tactics by colloboration with Partner Success Team.4. Responsible for workflow setup, follow-up on-line and test, and improve the performance and efficiency of the platform from the business line perspective.5. Responsible for moderation strategy operation and optimization of a local market safety strategy.6. Monitoring capacity delivery schedules and use data-driven analysis to model deployment scenarios and trade-offs.7. Tooling enablement. Work with cross-functional teams to improve capacity monitoring and reporting tools; translate business needs into clear requirements and adoption plans.

Qualifications

Minimum Qualifications

1. Bachelor degree or above, 4+ years of experience in a related role (data analysis, scheduling, real time monitoring, performance monitoring & strategic planning). Experience in large-scale operations planning is a plus.
2. Strong logical and structural thinking, ability to manage to deadlines and conflicting priorities well.
3. Strong project management ability, strong communication ability, and project coordination ability, able to cooperate with multiple teams to complete the set of work goals.
4. Strong/advanced proficiency of MS Excel with the ability to put analytical results in a concise document to provide insights or solutions.
5. Keen eye for detail: comfortable handling large datasets while spotting granular issues.
6. Strong stakeholder management skills, including with senior stakeholders.
7. Excellent communication skills in English (written and verbal).

Preferred Qualification

1. Regional/global working experience. 1+ years of cross-border people management experience will be preferred
2. Experience in a BPO / social media / call center environment.
3. Safety and moderation related work experiences are preferred.

Job Information

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.

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