165 jobs for "Senior Manager - VOC & Customer Insights"

Responsibilities

About The Team
Reporting to the Lead of Global eDiscovery, this role will serve as the operational leader for the eDiscovery function. You will manage a team of case managers, develop scalable global processes, collaborate directly with litigation counsel, outside counsel, and cross-functional partners, and ensure defensible, compliant execution across all jurisdictions. This is a critical role that requires deep technical eDiscovery expertise, strong operational judgment, and proven leadership capabilities in a complex global environment.

Responsibilities
Team Leadership & Operational Management
- Lead, mentor, and manage a global team of eDiscovery case managers supporting litigation, investigations, and regulatory matters across all operating regions
- Oversee the full end-to-end eDiscovery lifecycle including identification, preservation, collection, processing, review, production, and defensible disposition of Electronically Stored Information (ESI)
- Manage a large and complex active docket, ensuring timely, accurate, and defensible execution of all discovery obligations
- Contribute to vendor management, platform optimization, quality control frameworks, and operational reporting for the eDiscovery function
- Drive continuous improvement of eDiscovery processes, policies, workflows, and best practices aligned with the company's global legal defense strategy

Discovery Strategy & Operations
- Serve as eDiscovery subject matter expert for the Global Litigation team, providing integrated guidance on discovery operations and strategy
- Partner directly with in-house litigation attorneys and outside counsel on active matters to define scopes, establish timelines, and coordinate discovery execution
- Advise stakeholders on eDiscovery risks, technology solutions, data workflows, and process improvements
- Develop standard operating procedures, playbooks, and training materials for consistent, defensible discovery practices across the US, Canada, and global jurisdictions

Cross-Functional Stakeholder Coordination
- Act as primary point of contact for Corporate Information Systems, Privacy, Security, and business teams on all eDiscovery-related matters
- Coordinate with technical stakeholders to manage custom data types, proprietary internal systems, and discovery-specific technical requirements
- Collaborate with privacy and compliance teams to align discovery practices with global data protection regulations and cross-border data transfer obligations

Analysis, Compliance & Governance
- Lead early case assessment (ECA), search term analysis, and data pattern identification to support litigation strategy
- Ensure all eDiscovery practices comply with applicable US, international, and regional laws, regulations, privacy requirements, and data protection obligations
- Apply eDiscovery, data privacy, and information governance principles across all active matters
- Drive defensible disposition practices and maintain proper documentation for all discovery activities

Qualifications

Minimum Qualifications
- Bachelor's degree with extensive experience in eDiscovery, litigation support, and legal operations with a demonstrated focus on discovery
- Deep end-to-end understanding of the eDiscovery lifecycle, ESI management, litigation discovery obligations, and regulatory investigation support
- 3+ years experience managing eDiscovery teams, case managers, vendors, or cross-functional discovery workflows
- Strong working knowledge of eDiscovery platforms including Relativity, Nuix Discover, data preservation tools, and enterprise data environments
- Demonstrated experience developing and implementing eDiscovery processes, policies, and playbooks on a global scale
- Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear business language
- Proven ability to manage multiple concurrent priorities, deadlines, and stakeholders across multiple time zones and jurisdictions

Preferred Qualifications
- Combined experience in both private practice law firm and in-house corporate legal departments
- Technology or media industry experience
- Experience with AI-assisted review tools and advanced data analytics techniques
- Prior experience managing cross-border discovery matters
- Demonstrated track record of process improvement and scaling operational functions

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $144000 - $270000 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.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- Bachelor's degree with extensive experience in eDiscovery, litigation support, and legal operations with a demonstrated focus on discovery
- Deep end-to-end understanding of the eDiscovery lifecycle, ESI management, litigation discovery obligations, and regulatory investigation support
- 3+ years experience managing eDiscovery teams, case managers, vendors, or cross-functional discovery workflows
- Strong working knowledge of eDiscovery platforms including Relativity, Nuix Discover, data preservation tools, and enterprise data environments
- Demonstrated experience developing and implementing eDiscovery processes, policies, and playbooks on a global scale
- Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear business language
- Proven ability to manage multiple concurrent priorities, deadlines, and stakeholders across multiple time zones and jurisdictions

Preferred Qualifications
- Combined experience in both private practice law firm and in-house corporate legal departments
- Technology or media industry experience
- Experience with AI-assisted review tools and advanced data analytics techniques
- Prior experience managing cross-border discovery matters
- Demonstrated track record of process improvement and scaling operational functions

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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