Quality Assurance Manager, Trust & Safety - USDS

TikTok; San Jose (CA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

A leading short-form video platform is seeking a Quality Assurance Manager for its Trust & Safety team. This pivotal role involves developing QA strategies, managing a high-performing team, and ensuring compliance with regulatory standards while addressing online safety concerns. The position offers a hybrid work schedule and the opportunity to influence product decisions in a dynamic environment.

Benefits

Comprehensive Wellbeing Programs

Inclusive Workplace Culture

Qualifications

• Extensive experience in Trust & Safety or Quality Assurance.
• Over 3 years of people management experience.
• Strong understanding of online harm and content moderation.

Responsibilities

• Own and develop the overall QA strategy for Risk and Response.
• Lead and develop a high-performing QA team.
• Identify platform and legal risks via reviews and insights.

Skills

People Management

Risk Mitigation

Data Analysis

Communication

Education

Advanced Degree in Relevant Field

Tools

QA Tools

SQL

Analytics Platforms

Job description

Quality Assurance Manager, Trust & Safety - USDS

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Responsibilities

About the Team
Trust and Safety Operations is a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, process optimization, and investment in people. We ensure enforcement of our policies based on community guidelines and take appropriate actions promptly to minimize risks to users and advertisers.

As a Quality Assurance Manager, you will own and evolve the QA strategy for the Risk and Response team, ensuring alignment with Trust & Safety objectives, operational priorities, and regulatory requirements. You will lead a high-performing team responsible for driving quality programs, uncovering risks through audit insights, and collaborating cross-functionally to develop scalable mitigation strategies. You’ll influence product and enforcement decisions, champion continuous improvement, and elevate reviewer accuracy across workflows.

The QA team supports efforts to address objectionable content, including images, videos, and texts related to various sensitive topics. It is possible that this role will be exposed to harmful content daily.

Our organization follows a hybrid work schedule, requiring employees to work in the office 3 days a week, with potential changes based on management decisions.

Responsibilities:

1. Own and develop the overall QA strategy for Risk and Response, aligning with broader Trust & Safety goals and compliance needs.
2. Lead and develop a high-performing QA team, fostering a culture of operational excellence and innovation.
3. Oversee quality programs, including audit design, standards, calibration, and process improvements.
4. Identify platform and legal risks via reviews and insights, collaborating with Legal, Policy, Product, and Engineering teams.
5. Partner with senior leaders to identify risks, shape enforcement strategies, and influence product decisions.
6. Drive continuous improvement by addressing workflow gaps and developing tools to enhance reviewer accuracy and efficiency.
7. Establish and monitor KPIs to track quality outcomes and inform program direction.
8. Manage recruiting and team development to ensure diversity and capability growth.
9. Oversee project execution and resource planning for high-impact initiatives.

Qualifications

Minimum Qualifications:

• Extensive experience in Trust & Safety, Risk Operations, or Quality Assurance, preferably in tech or platform environments.
• Over 3 years of people management experience, leading QA teams or operational programs.
• Strong understanding of online harm, content moderation, and risk mitigation strategies.
• Proven ability to analyze large datasets to drive decisions and improvements.
• Experience collaborating with cross-functional teams to resolve workflow issues.
• Success in managing complex programs amid ambiguity and change.
• Excellent communication skills, including presenting to senior leadership.

Preferred Qualifications:

• Proficiency with QA tools, dashboards, SQL, or analytics platforms.
• Experience within a USDS-compliant environment.
• Knowledge of regulatory frameworks like DSA, COPPA, AADC.
• Background in crisis management and incident response.
• Ability to thrive in a fast-paced, global environment.
• Advanced degree in a relevant field is a plus.

About USDS

TikTok is a leading short-form video platform with a mission to inspire creativity and bring joy. USDS is a subsidiary focused on data security, overseeing platform safety and data protection for U.S. users, comprising teams in Trust & Safety, Security & Privacy, Engineering, and more.

Data Security Statement: This role involves working with systems that handle sensitive data and will require security screening.

Why Join Us

Join TikTok to be part of a creative, innovative, and inclusive environment that values curiosity, humility, and impact. We foster a culture of learning, resilience, and growth, working together to achieve breakthroughs and inspire communities worldwide.

Diversity & Inclusion

TikTok is committed to an inclusive workplace that values diverse perspectives and experiences, reflecting the communities we serve.

Trust & Safety

This role can be emotionally demanding; we are committed to supporting employee wellbeing through comprehensive programs.

USDS Reasonable Accommodation

USDS provides accommodations during recruitment for candidates with disabilities or other protected reasons. Contact us at https://tinyurl.com/USDS-RA for assistance.