Responsibilities
Trust and Safety Operations a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
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.
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Responsibilities:
- You will create innovative plans that drive the programs/projects to a continuous delivery and success through strong service delivery of core OKR/goals (Latency, utilization, quality, wellness)
- You will hold the partner site accountable and help set a clear path towards operational excellence
- You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management; This includes identifying operational performance, compliance risk and mitigations proactively within the assigned sites and/or lines of businesses
- You will crisply articulate site performance and any remediation plans to an executive level becoming a subject matter expert for partner site
- You need to manage multiple responsibilities simultaneously and efficiently prioritize and meet deadlines
- Able to lead weekly, monthly, and quarterly business reviews
- Work closely with the QA team to evaluate the efficiency and performance of the onshore and overseas content review team, serve as a communication hub between TikTok and the vendors, and work with partners to improve performance
- Work closely with the Training team to ensure BPO trainers are certified, and assist in the planning and execution of new training requirements of product launches or continuous SOP enhancements
- You will be responsible for auditing and validating vendor invoices for accuracy and submitting for internal approval
- You will support complex vendor structure and internal stakeholder relationships and ensure adherence to standard operating procedures
- You will perform root-cause analysis on incidents that impacted the vendors' ability to deliver on contractual key objectives
- Travel is required by ~ 40%-60% for this role; Travel is in accordance with state safety protocols along with adhering to destination regulations
Qualifications
Minimum Qualifications:
- Bachelor's degree or 4+ years in Vendor Management/Operations Management experience
- You have experience working with cross-functional teams, handling expectations and timelines, and monitoring performance in a fast paced work environment
- You have strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes; You have the ability to gain trust and influence with limited direct authority
- You have the ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also bring ideas to innovate in our day to day operations
Preferred Qualifications
-Trust & Safety experience is preferred, but not a requirement
- Experience in the Digital/Media industry is preferred
-You come with Contact Center Operations Management or Program management background
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $111466 - $206171 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.