Platform Operations Lead, Content Safety (San Jose)

TikTok Inc.; San Jose (CA); On-site; USD 115,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401(k) match

Parental leave

Disability coverage

Paid holidays

Paid personal time

Job summary

TikTok Inc. is seeking a senior leader to head content safety operations in California. You will oversee local ticket support, drive process improvements, and coordinate with engineering and product teams to enhance user safety and performance across regions.

The role requires strong people management, data analysis, and the ability to translate strategic plans into operational excellence. A global, fast-paced environment offers opportunities for impact and growth.

Qualifications

• More than 5 years in internet industry with 3+ years in team management.
• Familiarity with content moderation workflows and its platform ecosystem operations or Trust & Safety Operations with Incident and risk management
• Deep understanding of ticket support workflows, platforms, and operational metrics
• Experience in escalations process management to technical issues
• Strong product, service process and project management
• Sensitivity to data indicators on system performance and stability, and strong data analysis and reporting capabilities

Responsibilities

• Investigate reported tickets/incidents across multiple channels for TikTok and coordinate fast & accurate response to global partners inquiries
• Manage the local ticket support operations team, formulate user operations strategies, optimize user feedback process, lead the team to effectively solve problems from user feedback
• Identify bottlenecks from daily operation, ticket data, audit data or members' feedback. Design, implement solutions to mitigate/reduce inefficiency processes with data driven approach
• Strong execution on initiatives with strong priority management to ensure multiple priorities are on track
• Partner with cross-functional teams to localize strategies and ensure regional operational readiness
• Hire, motivate, coach and upskill team members to meet the business requirements
• Apply appropriate management strategies to develop and motivate team members, regularly communicate performance, expectations, tasks, and responsibilities with team members professionally, and drive the overall growth of the team via mentoring and coaching
• Plan for manpower arrangements and task allocations, to improve productivity, teamwork efficiency and work quality, other daily admin & operation support to direct managed members
• Acting as main PoC for assigned domain and working internally with other regional support managers, externally with engineering and product teams to deliver solutions to user problems effectively, and to improve overall user support journey, product performance and stability
• Continue to optimize the knowledge and information sharing process, supervise and improve the efficiency of remote collaboration between cross-region and cross-cultural teams
• Represent regional operational needs and insights in global planning and reviews

Job description

TikTok Inc. is seeking a senior leader to head content safety operations in California. You will oversee local ticket support, drive process improvements, and coordinate with engineering and product teams to enhance user safety and performance across regions.

The role requires strong people management, data analysis, and the ability to translate strategic plans into operational excellence. A global, fast-paced environment offers opportunities for impact and growth.