Responsibilities
About the role:
Our Regional Risk Response team identifies risks in our local communities, qualifies any detected signals and collaborates cross-functionally to address and prevent potential emerging risks. As a Market Program Manager, you are the glue that ensures our policies, programs, and systems work together across our many features to protect consumers and prevent abuse in the DACH (Germany, Austria, Switzerland) market. You will provide critical market level analysis and understanding that will allow each market to increase their impact and drive more strategic direction and improve transparency within and outside of Trust and Safety. You work to push projects and operational changes forwards, implement policy changes, and define new processes. You coordinate between product managers, operations teams, and policy specialists to actually get things done.
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It is possible that this role will be exposed to harmful content as part of the core role, usually as part of risk detection, data or content analysis, and in response to escalation requests. Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
What will I be doing?
- Responsible for driving routine research and analysis of market health and risk landscape, including, but not exclusively, news reports, social media, cross-functional escalations, as well as operational and market health data.
- Produce internal reports on public perception and identified risks to inform mitigation initiatives, identify trends and work cross-functionally to develop solutions and increase our ability to mitigate and reduce the impact of emerging risks across our lines of business.
- Craft risk prevention process and strategy for the DACH (Germany, Austria, Switzerland) region on TikTok platforms with a focus on safety issues such as Youth Safety, Hate, Cyber bullying, etc.
- Work closely with cross-functional partners both inside and outside Trust and Safety (for example Content Policy, Product Management, Data Analytics, Operations, Public Policy and Communications) to identify, assess and resolve safety-related gaps or issues in our products, promote community well-being and user safety with optimization of product features and product strategy.
- Work on initiatives across various features such as Video, Live, comments, follow/like, accounts, etc. with both qualitative and quantitative approaches to detect potential risks in the community, then craft features and strategies to mitigate these risks. This means initiating and driving project definition and scoping, as well as implementation and execution with cross functional stakeholders.
Qualifications
Minimum Qualifications:
- 5 years experience leading complex, cross-functional programs with strong knowledge about Trust and Safety issues, operations and challenges.
- Strong understanding of the DACH (Germany, Austria, Switzerland) User Generated Content (UGC) market, as well as the local political, regulatory and cultural landscape.
- You have fluency in English and German. This is critical as you would be responsible for the DACH (Germany, Austria, Switzerland) markets. Additional languages are a bonus.
- You have program/project or product management experience, ideally within a safety/risk control/anti-spam strategy environment.
- You are comfortable with large volumes of data and able to do in-depth data analysis, interpretation and reporting, for example using Excel features such as Pivot tables, Functions, Charts, etc. Familiarity with SQL a bonus
- You practise resilience and commitment to self-care to manage the emotional demands of the role.
- You are a team player with strong interpersonal and collaborative skills.