Published on

Jan 24, 2024

Published on

Jan 24, 2024

Published on

Jan 24, 2024

Published on

Jan 24, 2024

Continuous Improvement Manager - Trust and Safety

Continuous Improvement Manager - Trust and Safety

Continuous Improvement Manager - Trust and Safety

Continuous Improvement Manager - Trust and Safety

Full-time

/

Austin, TX

/

On-site

Full-time

/

Austin, TX

/

On-site

Full-time

/

Austin, TX

/

On-site

Full-time

/

Austin, TX

/

On-site

About the job

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

This role will report directly into the regional Operations Control Center. Our Operations Control Center integrates specialized teams with distinct purposes to ensure the organization's seamless functioning. The Workforce Management Team optimizes human resources for efficient content moderation, while the Workflow Management Team streamlines processes to enhance overall productivity. The Reporting & Insights Team empowers stakeholders with data-driven decision-making, and the Continuous Improvement Team fosters a culture of ongoing enhancement. Together, these teams converge at the Operations Control Center, creating a hub for adaptability, efficiency, and continual improvement. This centralized approach ensures the organization's success by coordinating efforts, responding to dynamic challenges, and maintaining operational excellence across various functions.

We are looking for a detail-oriented and experienced Continuous Improvement Manager to drive efficiency and effectiveness within our Trust & Safety operations. The ideal candidate will have a strong background in process improvement methodologies, data analysis, and a proven track record of enhancing both internal team operations and business metrics.

The role may interact with images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities:
1. Process Optimization:
- Analyze existing processes within the Trust & Safety team to identify areas for improvement;
- Collaborate with cross-functional teams to streamline workflows and enhance operational efficiency;
- Implement best practices and standardized processes to ensure consistency and effectiveness.
2. Performance Metrics:
- Develop and maintain key performance indicators (KPIs) for Trust & Safety operations;
- Monitor, analyze, and report on performance metrics, identifying trends and areas for improvement;
- Work closely with stakeholders to set and achieve performance targets.
3. Data-Driven Decision Making:
- Utilize data analysis tools to identify opportunities for improvement and inform decision-making processes;
- Conduct regular audits to ensure data accuracy and integrity;
- Translate data insights into actionable recommendations for continuous improvement.
4. Training and Development:
- Collaborate with the training team to design and implement continuous improvement training programs for Trust & Safety personnel;
- Provide coaching and support to team members to enhance their skills and contribute to overall improvement goals.
5. Cross-Functional Collaboration:
- Work closely with other departments, including Legal, Compliance, and Product, to ensure alignment with company objectives;
- Foster a culture of collaboration and continuous improvement across the organization.

Qualifications

- Bachelor's degree in Business, Operations Management, or a related field;
- Proven experience in continuous improvement methodologies (e.g., Lean, Six Sigma);
- Strong analytical and problem-solving skills;
- Excellent communication and collaboration abilities;
- Previous experience in Trust & Safety or a related field is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ts.accommodations@tiktok.com .

About the job

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

This role will report directly into the regional Operations Control Center. Our Operations Control Center integrates specialized teams with distinct purposes to ensure the organization's seamless functioning. The Workforce Management Team optimizes human resources for efficient content moderation, while the Workflow Management Team streamlines processes to enhance overall productivity. The Reporting & Insights Team empowers stakeholders with data-driven decision-making, and the Continuous Improvement Team fosters a culture of ongoing enhancement. Together, these teams converge at the Operations Control Center, creating a hub for adaptability, efficiency, and continual improvement. This centralized approach ensures the organization's success by coordinating efforts, responding to dynamic challenges, and maintaining operational excellence across various functions.

We are looking for a detail-oriented and experienced Continuous Improvement Manager to drive efficiency and effectiveness within our Trust & Safety operations. The ideal candidate will have a strong background in process improvement methodologies, data analysis, and a proven track record of enhancing both internal team operations and business metrics.

The role may interact with images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities:
1. Process Optimization:
- Analyze existing processes within the Trust & Safety team to identify areas for improvement;
- Collaborate with cross-functional teams to streamline workflows and enhance operational efficiency;
- Implement best practices and standardized processes to ensure consistency and effectiveness.
2. Performance Metrics:
- Develop and maintain key performance indicators (KPIs) for Trust & Safety operations;
- Monitor, analyze, and report on performance metrics, identifying trends and areas for improvement;
- Work closely with stakeholders to set and achieve performance targets.
3. Data-Driven Decision Making:
- Utilize data analysis tools to identify opportunities for improvement and inform decision-making processes;
- Conduct regular audits to ensure data accuracy and integrity;
- Translate data insights into actionable recommendations for continuous improvement.
4. Training and Development:
- Collaborate with the training team to design and implement continuous improvement training programs for Trust & Safety personnel;
- Provide coaching and support to team members to enhance their skills and contribute to overall improvement goals.
5. Cross-Functional Collaboration:
- Work closely with other departments, including Legal, Compliance, and Product, to ensure alignment with company objectives;
- Foster a culture of collaboration and continuous improvement across the organization.

Qualifications

- Bachelor's degree in Business, Operations Management, or a related field;
- Proven experience in continuous improvement methodologies (e.g., Lean, Six Sigma);
- Strong analytical and problem-solving skills;
- Excellent communication and collaboration abilities;
- Previous experience in Trust & Safety or a related field is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ts.accommodations@tiktok.com .

About the job

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

This role will report directly into the regional Operations Control Center. Our Operations Control Center integrates specialized teams with distinct purposes to ensure the organization's seamless functioning. The Workforce Management Team optimizes human resources for efficient content moderation, while the Workflow Management Team streamlines processes to enhance overall productivity. The Reporting & Insights Team empowers stakeholders with data-driven decision-making, and the Continuous Improvement Team fosters a culture of ongoing enhancement. Together, these teams converge at the Operations Control Center, creating a hub for adaptability, efficiency, and continual improvement. This centralized approach ensures the organization's success by coordinating efforts, responding to dynamic challenges, and maintaining operational excellence across various functions.

We are looking for a detail-oriented and experienced Continuous Improvement Manager to drive efficiency and effectiveness within our Trust & Safety operations. The ideal candidate will have a strong background in process improvement methodologies, data analysis, and a proven track record of enhancing both internal team operations and business metrics.

The role may interact with images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities:
1. Process Optimization:
- Analyze existing processes within the Trust & Safety team to identify areas for improvement;
- Collaborate with cross-functional teams to streamline workflows and enhance operational efficiency;
- Implement best practices and standardized processes to ensure consistency and effectiveness.
2. Performance Metrics:
- Develop and maintain key performance indicators (KPIs) for Trust & Safety operations;
- Monitor, analyze, and report on performance metrics, identifying trends and areas for improvement;
- Work closely with stakeholders to set and achieve performance targets.
3. Data-Driven Decision Making:
- Utilize data analysis tools to identify opportunities for improvement and inform decision-making processes;
- Conduct regular audits to ensure data accuracy and integrity;
- Translate data insights into actionable recommendations for continuous improvement.
4. Training and Development:
- Collaborate with the training team to design and implement continuous improvement training programs for Trust & Safety personnel;
- Provide coaching and support to team members to enhance their skills and contribute to overall improvement goals.
5. Cross-Functional Collaboration:
- Work closely with other departments, including Legal, Compliance, and Product, to ensure alignment with company objectives;
- Foster a culture of collaboration and continuous improvement across the organization.

Qualifications

- Bachelor's degree in Business, Operations Management, or a related field;
- Proven experience in continuous improvement methodologies (e.g., Lean, Six Sigma);
- Strong analytical and problem-solving skills;
- Excellent communication and collaboration abilities;
- Previous experience in Trust & Safety or a related field is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ts.accommodations@tiktok.com .

About the job

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

This role will report directly into the regional Operations Control Center. Our Operations Control Center integrates specialized teams with distinct purposes to ensure the organization's seamless functioning. The Workforce Management Team optimizes human resources for efficient content moderation, while the Workflow Management Team streamlines processes to enhance overall productivity. The Reporting & Insights Team empowers stakeholders with data-driven decision-making, and the Continuous Improvement Team fosters a culture of ongoing enhancement. Together, these teams converge at the Operations Control Center, creating a hub for adaptability, efficiency, and continual improvement. This centralized approach ensures the organization's success by coordinating efforts, responding to dynamic challenges, and maintaining operational excellence across various functions.

We are looking for a detail-oriented and experienced Continuous Improvement Manager to drive efficiency and effectiveness within our Trust & Safety operations. The ideal candidate will have a strong background in process improvement methodologies, data analysis, and a proven track record of enhancing both internal team operations and business metrics.

The role may interact with images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities:
1. Process Optimization:
- Analyze existing processes within the Trust & Safety team to identify areas for improvement;
- Collaborate with cross-functional teams to streamline workflows and enhance operational efficiency;
- Implement best practices and standardized processes to ensure consistency and effectiveness.
2. Performance Metrics:
- Develop and maintain key performance indicators (KPIs) for Trust & Safety operations;
- Monitor, analyze, and report on performance metrics, identifying trends and areas for improvement;
- Work closely with stakeholders to set and achieve performance targets.
3. Data-Driven Decision Making:
- Utilize data analysis tools to identify opportunities for improvement and inform decision-making processes;
- Conduct regular audits to ensure data accuracy and integrity;
- Translate data insights into actionable recommendations for continuous improvement.
4. Training and Development:
- Collaborate with the training team to design and implement continuous improvement training programs for Trust & Safety personnel;
- Provide coaching and support to team members to enhance their skills and contribute to overall improvement goals.
5. Cross-Functional Collaboration:
- Work closely with other departments, including Legal, Compliance, and Product, to ensure alignment with company objectives;
- Foster a culture of collaboration and continuous improvement across the organization.

Qualifications

- Bachelor's degree in Business, Operations Management, or a related field;
- Proven experience in continuous improvement methodologies (e.g., Lean, Six Sigma);
- Strong analytical and problem-solving skills;
- Excellent communication and collaboration abilities;
- Previous experience in Trust & Safety or a related field is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ts.accommodations@tiktok.com .

About Company

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

Total Employees

59,094

Company 2-Year Growth

106%

Median Employee Tenure

1.6 years