Intake and Performance Operations Manager - USDS

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 96,000 - 217,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Planning and Performance professional to serve as the business planning and performance management function within Operations Excellence and Automation (OEA). This role translates priorities into clear plans, measurable targets, and disciplined follow-through, acting as the front door for operational priorities.

You will lead cross-functional collaboration with LoBs, WFM, QA, and Reporting & Insight to ensure plans are executable and outcomes are

Qualifications

• 5 years experience in senior planning or related ops roles.
• 3 years experience for junior level in planning or ops.
• Strong problem structuring and prioritization.
• Ability to work with senior stakeholders across multiple lines.
• Clear communication in leadership settings.

Responsibilities

• Lead intake and prioritization of operational pain points and business needs with LoBs, translating them into structured workstreams.
• Define planning frameworks, target logic, success measures, and performance baselines in partnership with Ops leadership and cross-functional stakeholders.
• Establish and run performance governance mechanisms, including review cadences, variance tracking, issue escalation, and action follow-through.
• Identify performance gaps, operational risks, and emerging business needs, converting them into clear recommendations and intervention plans.
• Drive alignment with LoB leaders, Workforce Management (WFM), QA, Reporting & Insight, and other partners to ensure plans are executable.
• Embed both Operational Excellence and Automation thinking into planning and performance management by identifying opportunities to simplify workflows and improve scalability.

Skills

Problem structuring

Stakeholder management

Business judgment

Communication

Job description

The UDSD JV Trust & Safety Operations team is responsible for executing and overseeing day-to-day Human moderation activities. Our mission is to transform moderation from a labor-intensive process into a data-driven, system-powered operation that balances efficiency and accuracy, enabling TikTok to become the most trusted platform.

About the Role

The Planning and Performance role serves as the business planning and performance management function within Operations Excellence and Automation (OEA). This role is responsible for translating business priorities, operational intakes, and performance gaps into clear plans, measurable targets, and structured follow-through. It acts as the front door for operational priorities while also owning the performance logic that ensures the organization focuses on the right problems and drives accountability against results.

Responsibilities

• Lead intake and prioritization of operational pain points and business needs with the corresponding Lines of Business (LoBs), translating them into structured workstreams.
• Define planning frameworks, target logic, success measures, and performance baselines in partnership with Ops leadership and cross-functional stakeholders.
• Establish and run performance governance mechanisms, including review cadences, variance tracking, issue escalation, and action follow-through.
• Identify performance gaps, operational risks, and emerging business needs, converting them into clear recommendations and intervention plans.
• Drive alignment with the corresponding LoB leaders, Workforce Management (WFM), QA, Reporting & Insight, and other partners to ensure plans are executable.
• Embed both Operational Excellence and Automation thinking into planning and performance management by identifying opportunities to simplify workflows and improve scalability.

Qualifications

Minimum Qualifications

• Experience: 5 years (for Senior role) and 3 years (for Junior role) in operations, business planning, performance management, strategy & operations, or related operational leadership functions.
• Problem Structuring: Demonstrated ability to break down complex operational issues into clear problem statements, decision frameworks, and actionable priorities.
• Stakeholder Management: Proven ability to work across senior stakeholders (Ops leaders, WFM, QA, Product, Policy) and drive alignment on priorities and performance actions.
• Business Judgment: Strong judgment in prioritization, trade-off management, and distinguishing strategic opportunities from reactive or low-value requests.
• Communication: Ability to communicate clearly in leadership settings, presenting risks, decisions, and performance narratives in a structured way.

Preferred Qualifications:

• Experience in Trust & Safety, large-scale operations, or high-growth platform 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 USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision‑making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On‑site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real‑time decision‑making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in‑person schedule up to 5 days a week.

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.

USDS Reasonable Accommodation

USDS 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/USDS-RA

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $96000 - $217023 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.