Workflow Strategist - 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.

The Implementation and Optimization team manages the operational execution and strategy of all workflows related to human moderation for Trust and Safety within USDS. They work closely with multiple cross-functional partners, both within USDS and Global, to ensure that moderation workflows are launched, staffed, optimized, and meet efficiency metrics. They are experts in queue design, SOP management, queue allocation strategy, process design, and operational target setting for the business.

Our Implementation and Optimization Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Workflow Strategist 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.

Responsibilities:
- Organize the process, implementation, and launch of product/policy developments, strategy intakes, and recovery/normalization projects. Responsibilities include coordination, status updates, problem resolution, and resource allocation.
- Collaboration with XFN teams like Product and Algo/Eng for any new projects or workflow requests, gathering any information that would support the planning and allocation process.
- Design and execute an operations strategy for allocating workflows between in-house and BPO teams and maximizing the effectiveness of the infrastructure.
- Work alongside Capacity and WFM teams to ensure proper staffing and forecasting.
- Coordinate with Training and Quality for any new requests that come in and ensure that coverage is allocated when needed.
- Ensuring that projects are documented, risk is reduced, resources are properly allocated and equipped, and issues are managed in the process.
- Responsible for connecting all stakeholders to keep everyone informed of the plans, strategies, and updates to fulfill and manage the requirements needed.
- Keep track of progress and communicate updates and changes in a timely manner, while keeping everyone accountable.
- Assess the effectiveness and health of the products and propose changes to optimize/normalize the queue and moderation workflow.
- Improve the business operation efficiency. These changes can range from identifying strategy issues to initiating queue interface changes.
- Set achievable targets and hold moderation teams accountable to those standards in coordination with XFN, such as Site Management, RM team, and QA team.
- Coordinate with all stakeholders to analyze efficiency & productivity (SLAs) and/or quality metrics (KPIs) and create operational plans to address root causes and escalate moderation issues.
- Create and manage all knowledge about workflows within USDS - ensuring it reflects the most up to date information for both product details and moderation workflows.
- Ensure queues are ready for use by creating the production and training queues, binding the policy, aligning with the product team on template changes/requirements, enqueueing training cases, creating the TTP logical queue, and updating documentation.

Qualifications

Minimum Qualifications:
- BA/BS degree
- 3+ years of work experience, ideally in Trust & Safety, Operational, or Program Management roles

Preferred Qualifications:
- Demonstrated success in managing strategic and operationally complex projects
- Proven ability to collaborate cross-functionally
- Ability to thrive in ambiguous environments, identify trade-offs, and make decisions with limited information in high-pressure situations
- Attention to detail, highly self-driven and results-oriented
- Strong written and oral communication skills
- 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.

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.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $93600 - $160000 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.