Automation Program Manager - Trust & Safety

TikTok; San Jose (CA); On-site; USD 70,304 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Job summary

A leading social media platform is seeking a talented Program Manager to manage automation initiatives. This role involves developing operational roadmaps, performing data analysis, and establishing monitoring mechanisms for AI tools. Ideal candidates have at least one year of relevant experience, strong problem-solving skills, and excellent communication abilities in English. The position offers a salary range of $70,304 - $100,000 annually, alongside comprehensive benefits including health insurance and paid leave.

Qualifications

• 1 year of relevant experience in program/project management or related fields.
• Strong analytical skills to interpret data for continuous improvement.
• Demonstrated ability to manage multiple concurrent projects in a fast-paced environment.

Responsibilities

• Develop and manage operational roadmaps for automation initiatives.
• Perform data analysis on model performance to improve moderation execution.
• Establish monitoring mechanisms for AI tools leveraging user feedback.

Skills

Analytical skills

Communication skills

Project management

Education

Bachelor's degree or equivalent

Tools

AI/ML tools

Job description

Responsibilities

About the Team:

The Automation Team works closely with Product, Engineering, Algorithms, Operations, and other departments to strategically drive moderation automation and AI initiatives and maximize impact and ensure goal attainment. We are seeking a talented, highly-organized, and self-motivated Program Manager to oversee the end-to-end management of our automation initiatives. This role will be critical in formulating and implementing operational processes to support automation launches, conducting deep-dive analyses into moderation cases to identify optimization opportunities, and rolling out new tools to maximize productivity and enhance moderation quality.

• Develop and manage operational roadmaps for automation initiatives, and coordinate execution across cross-functional teams (Product, Engineering, Algorithms, Operations).
• Perform data analysis on model performance (leakage and overkill cases) to provide feedback and continuously improve the accuracy of moderation execution.
• Define program objectives, scope, and success criteria in collaboration with stakeholders to pilot and scale AI/ML tools designed to assist human moderation.
• Establish robust monitoring mechanisms for AI tools, leveraging user feedback and performance metrics to derive strategic insights that inform process renovation and guide prompt enhancements for optimal AI tool adoption.
• Maintain clear communication channels with stakeholders to provide regular updates on program status, milestones, and key performance indicators (KPIs).
• Accurately assess the urgency of issues and/escalate them (internally and/or externally) as appropriate.

Qualifications

Minimum Qualifications

• 1 year of relevant experience in program/project management, business operations, or related fields.
• Strong analytical and structured problem-solving skills, with a proven ability to interpret data to drive continuous improvements.
• Demonstrated ability to methodically manage and execute multiple concurrent projects effectively within a fast-paced, international setting, leveraging influence and trust to lead and align cross-functional stakeholders.
• Outstanding verbal and written communication skills in English.
• Bachelor's degree or equivalent.

Preferred Qualifications

• Proven project experience in Machine Learning (ML) or Large Language Model (LLM) related initiatives, coupled with proficiency in defining and managing complex program schedules.
• Proven experience in the Trust & Safety domain, mass service team management, or a closely related field, preferably at a technology or service operations platform.
• Familiarity with AI agent product concepts or experience using agent tools in a professional setting.

Trust & Safety

Content that this role interactions 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 recognizes 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.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request.

Job Information

【For Pay Transparency】 Compensation Description (Annually)

The base salary range for this position in the selected city is $70,304 - $100,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates: Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
3. Exercising sound judgment.