Platform Governance Specialist - TikTok Platform Responsibilities, User Feedback Operations

TikTok; San Jose (CA); On-site; USD 108,000 - 209,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

401(k) with company match

Paid parental leave

Job summary

TikTok is seeking a Senior Platform Governance Specialist to own and drive platform issue governance across Trust & Safety content safety systems. You will transform user feedback into actionable insights, perform root cause analyses, and coordinate cross-functional solutions to improve reliability and user experience.

In time, you will become the central owner of user feedback-driven governance across key TnS lines (Video, Live), serving as the interface between platform users, business

Qualifications

• Bachelor's degree or above with 5+ years in platform operations, user operations, product operations, or technical program management.
• 3+ years of data analysis; ability to translate insights into action plans.
• Proven track record of crossing functional projects to completion with engineering, product, and business stakeholders.
• Ability to communicate technical concepts to engineering teams on issues and solutions.
• Strong problem-solving, attention to detail, and proactive ownership in fast-paced environments.
• Excellent stakeholder management and English/Chinese communication for global partners.

Responsibilities

• Own end-to-end platform issue governance across multiple business lines from problem identification to root cause analysis and resolution tracking.
• Surface recurring pain points and product failure patterns; partner with product and engineering to deliver fixes.
• Identify workflow inefficiencies; collaborate with business and on-call teams to optimize processes and improve resolution quality.
• Conduct biweekly/quarterly data analysis and reporting on trends, governance progress, and outcomes for leadership and stakeholders.
• Promote knowledge transfer; build diagnostic tools and self-service solutions to improve issue interception rates; apply AI/automation to governance.

Skills

Data analysis

Cross-functional collaboration

Technical communication

Ownership & accountability

Bilingual Chinese/English

Education

Bachelor's degree

Job description

Responsibilities

About the Team
The team is at the forefront of building and optimizing content safety systems. With a focus on optimising and advancing content safety, we leverage advanced large language models to enhance review efficiency, risk control, and user trust. Working closely with business and technical stakeholders, we deliver scalable solutions that keep pace with rapid global growth.

We are looking for a Senior Platform Governance Specialist to own and drive platform issue governance project for TnS (Trust & Safety) content safety platform & systems. This role focuses on transforming user feedback into structured, actionable insights to identify systemic platform issues, drive root cause analysis, and coordinate cross-functional solutions that continuously improve platform reliability and user experience.

In the longer term, this role will grow into the central owner of user feedback-driven governance across key TnS business lines (e.g., Video, Live), serving as the operational interface between platform users, business partners and product/engineering teams for continuous platform improvement.

• Own end-to-end platform issue governance across multiple business lines: from identifying systemic problems in user feedback, to root cause analysis, cross-functional remediation, and resolution tracking
• Drive product and engineering improvements by surfacing recurring pain points and product failure patterns, partnering with product and engineering teams to deliver lasting fixes
• Drive business and oncall process optimization by identifying workflow inefficiencies, collaborating with business teams and oncall teams to refine operational processes and enhance resolution quality
• Conduct periodic data analysis and reporting (biweekly/quarterly), quantifying issue trends, governance progress, and optimization outcomes for leadership and cross-functional stakeholders
• Partner with internal and external teams to promote technical knowledge transfer, build diagnostic tools and self-service solutions that improve issue interception rates
• Explore and apply AI tools and automation to enhance governance efficiency and analytical depth

Qualifications

Minimum Qualifications:

• Bachelor's degree or above, with 5+ years of relevant experience in platform operations, user operations, product operations, or technical program management
• 3+ years of data analysis experience; strong ability to extract insights from operational data and translate them into prioritized action plans
• Proven track record of driving cross-functional projects to completion, working with engineering, product, and business stakeholders
• Ability to understand technical concepts and communicate effectively with engineering teams on issue diagnosis and solution design
• Strong problem-solving and critical thinking skills; detail-oriented with a structured approach to complex issues; self-driven with strong ownership and accountability; proactive in identifying problems and pushing for resolution
• Excellent stakeholder management and communication skills; comfortable operating in a fast-paced, globally distributed environment
• Proficiency in Chinese and English is required to collaborate with global partners and key stakeholders based in Mandarin-speaking markets, where Mandarin is a primary working language.

Preferred Qualifications:

• Experience in Trust & Safety, Content Moderation, or Platform Operations within internet/tech companies
• Experience with platform issue governance, incident management, or service reliability improvement
• Demonstrated experience using AI/automation tools to improve team or operational efficiency

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 $108000 - $208800 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 recognise 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:

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

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: