Knowledge Management Lead, Trust

2 weeks ago

Singapore TikTok Full time
Responsibilities

TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok's sponsorship of a visa.

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.

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform.

We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.

Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.

Join us and make impact happen with a career at TikTok.

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.


Managing a massive global and rapidly-evolving online community requires thousands of policies, protocols, and procedures which leads to a proliferation of documentation in multiple languages.

But we are only as effective as the knowledge which we have accessible to us.

Our Knowledge Management team ensures we have the right processes, practices, and infrastructure to make policy knowledge readily accessible to the right audiences at the right time, and is a critical part of how we keep pace with a complex and dynamic set of policy challenges as an organization.


In this role, you will be a key leader within our Policy Implementation team, and the driving force behind our policy knowledge management globally.

Reporting to the Global Head of Policy Implementation and Enforcement, Trust & Safety, you will lead our efforts to ensure that our knowledge infrastructure keeps policy information accessible, up-to-date, and secure while keeping pace with rapid innovation and balancing adoption and implementation costs.

You will do this by leading a global team which drives our knowledge management strategy, provides direction for our knowledge infrastructure, is accountable for T&S Product Policy knowledge management operations, serves as a knowledge resource for members of the team, and influences change in the organization around knowledge management culture by contributing to building a shared mindset and understanding of best practices.


It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.


Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.


Responsibilities:

What will I be doing?

  • Lead a global team to drive knowledge management strategy by identifying gaps and improvements related to our knowledge base, tooling, and documentation
  • Act as a Product Owner for knowledge infrastructure and tooling solutions, working closely with our Platform and engineering teams as well as internal customers to coordinate and create company level solutions which address our Knowledge Management challenges
  • Ensure Policy Knowledge Management systems can efficiently and effectively get information to moderation teams, Policy users, and other internal stakeholders
  • Provide strategic direction for improving knowledge management in the product policy group, and translate this to the development and implementation of specific initiatives
  • Manage the delivery of knowledge managementrelated projects, and mentor team members in the same
  • Be accountable for the development of protocols, permissions management, and necessary internal controls to ensure appropriate access to sensitive information
  • Collaborate crossfunctionally to align systems with Implementation, Training, Center of Excellence (COE), and other key stakeholders
  • Partner with both Policy and Operations teams to develop effective knowledge practices and host knowledgesharing events
  • Interact and collaborate with appropriate Subject Matter Experts from various departments to maintain accurate, globally consistent information and content
  • Manage the format and language of knowledge to accommodate the global nature of our work
  • Align T&S policy team needs to consistent knowledge management processes and requirements
  • Stay up to date with internal policy changes and global trends on TikTok

Qualifications:

What should I bring with me?

  • Bachelor's degree with equivalent of 10+ years of practical experience, of which at least 3+ years managing a team
  • Excellent writing, interpersonal, and oral communication skills with proven ability to write, edit, and organise thoughts in a clear concise, and wellorganized manner
  • A track recor

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