Platform Operations Team Lead - TikTok Safety Product (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

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.

Business operation excellence

• 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

Local Team management

• 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

Cross-functional Team Engagement

• 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

Qualifications

Minimum Qualifications

• More than 5 years of experience in the Internet industry with 3+ years of team management experience with platform operations and product technical support team management experience
• 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

Preferred Qualifications

• Proactive, self-driven and able to manage through ambiguity and change
• Excellent communication and coordination skills
• Detail-orientated, excellent problem-solving and critical thinking skills
• Result-oriented, with a strong sense of responsibility, good attitude and priority management
• With a more mature working methodology, able to lead and train team members to maximize productivity, and improve performance
• Familiar with AI and automation tools used in customer support and service quality programs will be a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115200 - $180000 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

• 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; and
• 3. Exercising sound judgment.