Market Lead

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

About the team
As a Market Lead in our Trust & Safety Operations team, you will provide leadership and oversight to a matrixed Operations team ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.

Responsibilities
What will I be doing?
- You provide leadership to a team of Team Leaders, driving their success and supporting them in managing their teams.
- Communicate and implement the operating policies and processes to drive service, efficiency, and quality metrics while ensuring team compliance
- You will foster a high-performance culture and champion open communication, inclusion, continuous improvement, and sharing feedback.
- You will be responsible for reviewing KPIs and ensuring that services (SLAs) are delivered within agreed policies & procedures and that the team holds themselves to a high standard.
- You will own a target market, keeping up to date with changes and optimising resources across projects and daily tasks.
- You will work closely with XFN teams & stakeholders to implement business plans and policies
- You will maintain the wellbeing of the team by working closely with the relevant parties and implementing wellness programs

Qualifications

Minimum Qualifications
- Proven experience in recruiting, leading, and mentoring high-performing teams, including managing people managers.
- Proven experience in operational excellence experience and focus on continuous improvement by re-engineering site-level processes as needed (i.e. workforce management, floor management, workload prioritization, etc.)
- You possess exceptional interpersonal, customer service, and communication skills with a passion for delivering a high standard of service.
- You have good attention to detail-comfortable using data to analyse performance and using insight to drive performance.
- Proven especially in stakeholder management along with strong influencing skills to be able to navigate a global organization, influence stakeholders, and affect outcomes.
- Excellent communication in English (both written and spoken).
Preferred Qualifications
- You possess knowledge/certifications of Six Sigma / Lean processes & continuous improvement methodologies.

Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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.