Quality Assurance Manager, Trust & Safety - USDS

Our Quality Assurance team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Quality Assurance team interacts with includes images, video, and text related to every-day 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.

Responsibilities:
- Own and evolve the overall QA strategy for Risk and Response, ensuring alignment with broader Trust & Safety goals, operational needs, and regulatory expectations
- Lead and develop a high-performing QA team, fostering a culture of operational excellence, accountability, and innovation in support of Risk and Response initiatives.
- Oversee end-to-end quality programs, including audit design, standards definition, calibration routines, and process improvement plans across multiple teams and workflows.
- Identify platform and legal risks through quality reviews and operational insights, and collaborate with Legal, Policy, Product, and Engineering to design and implement scalable mitigation strategies.
- Partner with senior leaders across Legal, Policy, Product, and Operations to identify risk exposure, shape enforcement strategy, and influence product decisions that impact reviewer quality and accuracy.
- Drive continuous improvement by identifying product and workflow gaps, working closely with stakeholders to develop tools and solutions that enhance reviewer accuracy and efficiency.
- Establish and monitor performance metrics and KPIs to track quality outcomes, identify trends, and inform program direction.
- Own recruiting and team development efforts, ensuring a diverse pipeline and consistently raising the bar on technical and strategic capabilities within the team.
- Manage project execution and resource planning to ensure timely delivery of high-impact initiatives that support TikTok's Trust and Safety mission.

Qualifications

Minimum Qualifications
- Extensive experience in Trust & Safety, Risk Operations, Quality Assurance, or a related field-preferably within a tech or platform environment.
- Over 3 years of people management experience, including leading QA teams or operational programs with measurable impact.
- Strong understanding of online harm, content moderation workflows, platform abuse vectors, and risk mitigation strategies.
- Proven ability to analyze large sets of operational and quality data to drive decisions, identify trends, and implement scalable improvements.
- Experience partnering with cross-functional stakeholders (Product, Legal, Policy, Engineering) to solve workflow or enforcement issues.
- Demonstrated success managing complex programs or global initiatives through ambiguity and change.
- Excellent written and verbal communication skills, including experience presenting to senior leadership.

Preferred Qualifications
- Proficiency with QA tooling, dashboards, SQL, or other analytics platforms is a plus.
- Experience working within a U.S.-based or USDS-compliant environment.
- Familiarity with regulatory frameworks (e.g., DSA, COPPA, AADC) and legal considerations tied to platform enforcement.
- Background in crisis management, incident response, or real-time escalation handling.
- Comfort working in a fast-paced, global, and often ambiguous environment.
- Advanced degree in a relevant field (e.g., Public Policy, Business, Data Science, Criminal Justice, etc.) is a plus but not required.
- 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 $135000 - $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.