788 jobs for "Escalation Manager"

Responsibilities

About the Role
As Policy Manager, Interactions, you will drive the day-to-day execution of safety standards across our highest-engagement communication surfaces: Comments and Direct Messaging (DMs). Reporting to the Global Head of Policy - Interactions, you will operate as an individual contributor with cross-workflow scope, translating strategic direction into disciplined, on-time delivery.
You will be a trusted operator, program lead, and policy subject matter expert, driving priority work-streams from concept through implementation and ensuring that safety standards are consistently applied across both Comments and DMs. You will bridge policy intent and technical execution, working closely with Product and Engineering partners to convert policy standards into actionable requirements for AI-first moderation.
This is a product policy and program management role, not a purely compliance function. You will bring the rigor and structure of a strong program manager together with deep Trust & Safety policy expertise, ensuring the pillar's roadmap is delivered with precision and that policy intent is preserved as it moves through models, tooling, and human moderation workflows.

Responsibilities
- Program Management & Delivery: Run the end-to-end prioritization, intake, and delivery cadence for Interactions work-streams across Comments and DMs. Translate a broad set of requests from Product, Legal, Ops, and regional partners into a clear plan with owners, milestones, and dependencies. Maintain a single source of truth for policies, SOPs, and decision logs, and keep XFN partners aligned through structured reviews, status updates, and clear escalation paths.
- Policy Ownership: Own priority policy projects across Comments and DMs from problem framing through drafting, review, enforcement design, and launch. Make defensible calls independently on ambiguous cases, document the reasoning, and align regional and functional stakeholders. Support regulatory and compliance execution (e.g., UK OSA and EU DSA) by turning legal requirements into concrete policy language and enforcement changes.
- Product & AI Integration: Partner with Product, Engineering, and AI/ML to translate policy intent into technical, model, and tooling requirements. Contribute to labelling guidelines, calibration reviews, and prompt/AI governance for LLM-based moderation. Represent policy in product reviews and technical design discussions so that safety considerations are built in rather than bolted on.
- Metrics & Feedback Loops: Build and maintain the measurement layer for Interactions policy, including coverage, precision and recall signals, appeals, and user-impact indicators. Run root cause analysis on enforcement gaps and quality issues, and close the loop back into policy updates, model iteration, and tooling improvements so that learnings are systematically captured.
- Cross-Functional Leadership: Act as the go-to policy partner for Product, Engineering, AI/ML, Legal, and Ops across regions. Bridge the Comments and DMs workflows through knowledge sharing, cross-training, and consistent operating standards.

Qualifications

Minimum Qualification(s)
- Bachelor's degree in Public Policy, Law, Business Administration, Computer Science, or a related field.
- At least 5 years of experience in policy operations, product policy, Trust & Safety, or program management within technology or content moderation sectors.
- Strong understanding of the Trust & Safety ecosystem and major policy domains, including Spam, Hate Speech, Harassment, Misinformation, and Abuse/Exploitation.
- Proven track record of working directly with Product, Engineering, and AI/ML teams to turn policy requirements into practical, technical solutions. Deep understanding of content moderation workflows and AI-driven policy tools.
- Proven track record of designing scalable processes and driving alignment across diverse teams (e.g., Policy, Product, Engineering, Operations).
- Excellent communication skills, able to translate complex policy concepts into actionable plans for technical and non-technical stakeholders.
- Proficiency in Chinese and English is required to collaborate with global partners and key stakeholders based in Mandarin-speaking markets where Mandarin is a primary working language.

Preferred Qualification(s)
- Business Acumen: Deep understanding of the content ecosystem and business landscape, with the ability to balance compliance requirements, operational feasibility, and user experience.
- Innovation: Experience in designing or scaling an experimental policy framework or implementing process transformations in fast-paced environments.
- Global Complexity: Experience navigating global legal, regulatory, and cultural complexity.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree in Public Policy, Law, Business Administration, Computer Science, or a related field.
- At least 5 years of experience in policy operations, product policy, Trust & Safety, or program management within technology or content moderation sectors.
- Strong understanding of the Trust & Safety ecosystem and major policy domains, including Spam, Hate Speech, Harassment, Misinformation, and Abuse/Exploitation.
- Proven track record of working directly with Product, Engineering, and AI/ML teams to turn policy requirements into practical, technical solutions. Deep understanding of content moderation workflows and AI-driven policy tools.
- Proven track record of designing scalable processes and driving alignment across diverse teams (e.g., Policy, Product, Engineering, Operations).
- Excellent communication skills, able to translate complex policy concepts into actionable plans for technical and non-technical stakeholders.
- Proficiency in Chinese and English is required to collaborate with global partners and key stakeholders based in Mandarin-speaking markets where Mandarin is a primary working language.

Preferred Qualification(s)
- Business Acumen: Deep understanding of the content ecosystem and business landscape, with the ability to balance compliance requirements, operational feasibility, and user experience.
- Innovation: Experience in designing or scaling an experimental policy framework or implementing process transformations in fast-paced environments.
- Global Complexity: Experience navigating global legal, regulatory, and cultural complexity.

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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