Training Operations Manager, Trust & Safety - USDS

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
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.

TikTok USDS looking for an experienced Training Lead to join the Trust and Safety team. This role will take the lead on leading a team of trainers who deliver training and own training programs, TikTok Trust and Safety team and partner organizations. The Training Lead will work closely with cross-functional teams to develop learning strategies, training implementation plans, as well as manage other training-related projects for continuous improvement and learning of our content moderators.

Our Trust & Safety Training team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this manager 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:
- Lead a team of learning & development trainers for effective training delivery and development of high-quality training curriculum across multiple Content Moderation locations (Nashville and Phoenix).
- Lead a high visibility cross-functional team to identify and address organizational training needs, ensuring alignment with strategic objectives. Provide leadership and direction to the team, fostering a collaborative and innovative learning culture.
- Responsible for the end-to-end learning facilitation for all content moderators within TikTok USDS, ensuring comprehensive training coverage.
- Manage multiple training programs aimed at certifying moderators across various lines of business, products, and policies within the organization.
- Collaborate with department heads and executive leadership to understand organizational goals and implement targeted training programs.
- Work with cross-functional teams and leaders to identify training needs and determine the most effective training strategy to support business needs, new product developments, and other workflows.
- Manage all phases of training projects from initiation to implementation and execution.
- Ensure effective and timely delivery of policy updates training to all internal TikTok moderation sites.
- Work with quality leadership to develop corrective training plans and oversee the complete delivery and implementation of them.
- Play a key role in organizational change management initiatives, ensuring that training programs support and drive successful transitions.
- Analyze and interpret workforce data to identify trends, gaps, and opportunities for improvement in training initiatives.
- Develop and execute a comprehensive training strategy that aligns with the organization's mission, vision, and business objectives.
- Manage a learning management system for efficient training administration, learner tracking, and reporting

Qualifications

Minimum Qualifications:
- Excellent leadership and team management skills, with the demonstrated ability to effectively lead and develop a team of trainers across locations
- Experience in analyzing training needs, developing training strategies, and evaluating training effectiveness
- Excellent planning and organization skills, ability to independently manage multiple small to medium scale projects from initiation through delivery
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders

Preferred Qualifications:
- 5+ years of experience in training leadership and training program management
- 3+ years project and program management experience
- Ability to work under tight deadlines with minimal supervision in a fast-paced environment
- Strong understanding of adult learning principles
- Proficiency in using learning management systems (LMS) and other training administration tools
- 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.
- Ability to travel (20%) between our Nashville, Phoenix, and Bay Area offices.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. 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 proceeding.

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.

D&I Statement
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.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.