Global Safety and Support Lead
2 months ago
About the Role
As the Global Safety and Support Lead, you will oversee a team responsible for providing operations support and analyzing platform issues for internal and external stakeholders. You will collaborate with cross-functional teams, including product managers, program managers, operations, policy, and communications teams, to address support issues and gaps in current product and operations processes. Your team will be responsible for monitoring alerts, conducting deep dives and investigations, and establishing tools and processes to effectively manage and resolve high-priority issues.
Key Responsibilities:
- Build and lead a high-performing support excellence team
- Manage cross-team relations and optimize process and analysis procedures
- Collaborate with cross-functional partners to identify, assess, and resolve related issues
- Influence product and policy development by providing key insights on platform vulnerabilities
- Manage team performance and goals, develop the roadmap, and take responsibility for key metrics
Requirements:
- 5+ years of experience in managing operations support in customer service, trust and safety, or related areas
- Experience in managing and leading teams from diverse backgrounds and skillsets
- Ability to work effectively in dynamic and fast-paced environments
- Strong interpersonal and communication skills
TikTok recognizes that keeping our platform safe for our communities is a challenging task that requires a unique set of skills and expertise. We are committed to providing comprehensive and evidence-based programs to promote and support the physical and mental wellbeing of our employees.
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