50 jobs for "Head of Patient-Facing Quality Assurance"

Responsibilities

About the team:
The Business and Partnership Management team (BPM) plays a critical role in supporting TikTok's Trust & Safety objectives. It is a centralised cross platform team responsible for managing the full lifecycle of BPO partner relationships, including sourcing and early-stage implementation, contracting, budgeting, cost, payment, and portfolio-level performance management.

In addition, BPM leads strategic initiatives across T&S Operations, as well as builds and maintains critical tooling and access infrastructure.

The Target & Performance team plays sits within BPM and is responsible for translating business objectives into measurable targets across lines of business, while ensuring that quality, efficiency, and cost metrics are consistently defined, understood, and applied.

In addition, the team designs and governs performance scorecards for BPO operations, develops management frameworks that connect metrics to business outcomes, and provides reporting, analysis, and decision support to operational leaders. The function sits at the intersection of strategy, analytics, and execution, helping operations leaders make better decisions and drive stronger frontline performance.

About the role
As the Head of Target & Performance, you will lead a team responsible for target methodology, performance evaluation design, and data-driven business improvement across Trust & Safety Operations. You will define how business performance is measured, build the analytical foundation that supports these measurements, and turn operational insights into concrete management actions that improve outcomes at scale.

You will work closely with operations leadership, product and platform partners, planning teams, and cross-functional stakeholders to align targets, improve data integrity, optimize scorecard frameworks, and ensure that performance programs remain practical, fair, and business-relevant across different operating models and geographies.

Responsibilities
- Lead the design and governance of target-setting frameworks across operations, covering key quality, efficiency, and cost-related metrics.
- Translate business strategy and management goals into measurable scorecards, evaluation mechanisms, and target methodologies that can be implemented consistently across lines of business.
- Lead robust quantitative and qualitative analysis of operational metrics to identify performance gaps, business risks, and improvement opportunities.
- Convert analytical findings into clear business recommendations and targeted performance drive actions, ensuring that insights lead to measurable operational impact.
- Own the design and iteration of performance scorecards for different frontline and management roles, with appropriate approaches for BPO operating models.
- Partner with operations, planning, product, platform, and other cross-functional teams to align data definitions, improve reporting quality, and support decision-making.
- Drive dedicated projects related to performance management, target achievement review, incentive and penalty mechanisms, and broader organizational effectiveness.
- Lead, coach, and prioritize a team of analysts and performance specialists, ensuring strong execution quality and high analytical standards.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above in Statistics, Mathematics, Computer Science, Economics, or a related discipline.
- 5+ years of relevant experience in performance management, analytics, business operations, program management, capacity planning or a related field.
- Hands-on experience designing scorecards, target frameworks, evaluation plans, or other business performance mechanisms.
- Experience leading complex cross-functional projects that require both analytical depth and operational follow-through.
- Strong analytical thinking and the ability to connect metrics, business context, and management actions in a practical way.
- Excellent stakeholder management and communication skills, with the ability to influence both technical and non-technical audiences.
- Strong execution mindset and the ability to drive projects independently across multiple stakeholders and regions.

Preferred Qualification(s)
- Trust & Safety related experience is highly preferred

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above in Statistics, Mathematics, Computer Science, Economics, or a related discipline.
- 5+ years of relevant experience in performance management, analytics, business operations, program management, capacity planning or a related field.
- Hands-on experience designing scorecards, target frameworks, evaluation plans, or other business performance mechanisms.
- Experience leading complex cross-functional projects that require both analytical depth and operational follow-through.
- Strong analytical thinking and the ability to connect metrics, business context, and management actions in a practical way.
- Excellent stakeholder management and communication skills, with the ability to influence both technical and non-technical audiences.
- Strong execution mindset and the ability to drive projects independently across multiple stakeholders and regions.

Preferred Qualification(s)
- Trust & Safety related experience is highly preferred

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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