66 jobs for "Escalation Manager"

Responsibilities

About the Team
The AI Data Service and Operations (ADSO) team provides safety and non-safety data annotation services, search operation services, and customer services for TikTok's international products, helping them to build their own data ecological security. In order to optimize user experience while upholding negative content governance on our platforms, the Eco Governance team within ADSO focuses on data labeling work to support online content strategies and AI/LLM model development.

As a Project Manager in the Eco Governance team, you will be responsible for managing the end-to-end delivery of AI data annotation projects, driving operational efficiency and quality. You will play a key role developing robust project implementation plans, monitoring and analysing project performance, coordinating with multiple stakeholders, and driving continuous improvement and process optimisation, ensuring that project targets and timelines are achieved.

Responsibilities
- Lead data annotation projects: manage the end-to-end execution of multiple projects, ensuring performance targets and SLAs are met.
- Serve as the primary stakeholder interface for key internal requestors: translate product or business needs into clear labeling project requirements, align on targets, support workforce management planning, and develop delivery plans.
- Drive delivery governance and cross-functional collaboration: establish operating rhythms, execution reviews, and escalation frameworks across QA, vendor, and business teams.
- Leverage data to manage performance: monitor dashboards, detect anomalies, and perform data and root cause analysis to maintain quality and efficiency.
- Lead continuous improvement efforts: identify process gaps, design and implement workflow optimizations, and partner with tooling teams to drive automation and scalability.
- Risk and change management: proactively identify delivery risks, propose mitigation plans, and lead through operational transitions.
- Deliver strategic reporting: synthesize project data into insights and recommendations for leadership and cross-functional partners.

Qualifications

Minimum Qualification(s)
- 5 years of project/program management experience in AI data annotation environments, large-scale data operations, content moderation, or related fields.
- Proficiency in both spoken and written Mandarin and English is required. Mandarin is essential as the projects you will handle involve Mandarin-language content, while English serves as the primary working language.
- Track record of driving successful project and operational execution with cross-functional teams and third-party vendor partners.
- Strong data skills (Excel, SQL, dashboard development) and experience with using data-driven approaches to analyse performance and conduct root cause analysis.
- Experience in driving continuous operational quality optimization and process improvement.
- Ability to independently learn and own multiple projects/work streams, while being able to prioritize tasks and timelines.
- Excellent stakeholder management and communication skills, with proven experience collaborating with regional or global teams in a fast-paced environment.

Preferred Qualification(s)
- Familiarity with model/LLM training and evaluation.
- Experience working with or implementing machine labeling or hybrid (machine-human) labeling workflows.
- Certification in Project Management (PMP, Agile, or Lean Six Sigma).

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- 5 years of project/program management experience in AI data annotation environments, large-scale data operations, content moderation, or related fields.
- Proficiency in both spoken and written Mandarin and English is required. Mandarin is essential as the projects you will handle involve Mandarin-language content, while English serves as the primary working language.
- Track record of driving successful project and operational execution with cross-functional teams and third-party vendor partners.
- Strong data skills (Excel, SQL, dashboard development) and experience with using data-driven approaches to analyse performance and conduct root cause analysis.
- Experience in driving continuous operational quality optimization and process improvement.
- Ability to independently learn and own multiple projects/work streams, while being able to prioritize tasks and timelines.
- Excellent stakeholder management and communication skills, with proven experience collaborating with regional or global teams in a fast-paced environment.

Preferred Qualification(s)
- Familiarity with model/LLM training and evaluation.
- Experience working with or implementing machine labeling or hybrid (machine-human) labeling workflows.
- Certification in Project Management (PMP, Agile, or Lean Six Sigma).

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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