Incident Management Lead - USDS

This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that our Incident Managers interact with includes images, video, and text related to everyday life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis."

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

This position will be full-time and will be based in our Los Angeles, CA. San Jose, CA, Washington, D.C., or New York City locations. It also requires participation in a 24/7 on-call schedule, which will include holiday support.

Responsibilities
- Lead a high-performing and independent team of Incident Managers who will be on the front line coordinating the response to major global Trust & Safety incidents and crises with a focus on protected data. You'll act as a partner and leader in strategy for the team assuring that operations are effective for success.
- You'll drive the USDS Incident Management escalation roadmap and prioritization, setting clear objectives and ensuring alignment with overarching Trust & Safety goals.
- You'll oversee the prioritization of reported incidents across multiple internal and external channels for TikTok and lead the response to global partner inquiries, exhibiting grace when faced with high stakeholder pressure.
- You'll champion the analysis of incident trends, systems, and data to provide actionable recommendations for process, policy, and product improvements, driving continuous enhancement of our response capabilities.
- You'll tightly coordinate with USDS and global cross-functional teams, including Policy, Legal, and Product, among others, to lead the response to crises, ensuring seamless collaboration and effective communication.
- You'll partner with cross-functional teams to lead the alignment on root cause analysis for major Trust & Safety incidents, fostering a culture of learning and prevention.
- You'll enhance incident workflow response strategy across multiple timezones and teams, ensuring a cohesive and efficient global response.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent experience in a related field.
- Demonstrated ability to inspire, mentor, and manage a high-performing team of diverse backgrounds and skillsets, fostering professional growth and a collaborative environment.
- Proven ability to lead effectively, think critically, strategically prioritize complex projects, and ensure the delivery of high-quality work under significant time constraints.
- Extensive experience leading cross-functional initiatives within a highly matrixed, global organization with the ability to influence leadership at all levels.
- Demonstrated experience effectively leading and collaborating in a fast-paced, cross-functional, highly matrixed, global organization with external and internal teams, coupled with strong communication skills and the ability to influence outcomes.
- Strong analytical skills with the ability to identify key trends, insights, and problems and translate these effectively into actions and systematic processes that drive performance.
- Aware of social media challenges and sensitivity to safety or regulatory issues.

Preferred Qualifications
- 4+ years previous leadership experience in a fast-paced, global organization, with a track record of building and developing successful teams.
- Previous experience working in a Trust & Safety environment or risk management would be advantageous.
- Data-driven mindset, SQL or Excel skills a plus.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $110223 - $241200 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; and

3. Exercising sound judgment.

Client-provided location(s): New York, NY

Job ID: TikTok-7532878749944137991

Employment Type: OTHER

Posted: 2025-08-01T00:36:06