Knowledge Management Lead

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy.

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, Trust & Safety, you will lead our efforts to ensure that our knowledge is accessible, up-to-date, and that we are making the most of what we have. You will do this by leading a global team which drives our knowledge management strategy, handles T&S Product Policy knowledge management operations, and 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.

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
- 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 management-related 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
- Work with product/feature teams to create infrastructure solutions/tooling to support Knowledge Management initiatives
- Ensure Policy Knowledge Management systems can efficiently and effectively get information to moderation teams and other internal stakeholders
- Collaborate cross-functionally 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 knowledge-sharing 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

What should I bring with me?
- Bachelor's degree with equivalent of 8+ years of practical experience, of which 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 well-organized manner
- Experience with process design and efficient information architecture
- Experience with Knowledge Base Management, databases, wikis, etc.
- Proven project management, and prioritization skills
- Strong problem solving and analytical skills with a solutions-oriented approach
- Ability to adapt to business needs and work in a fast-paced environment
- Ability to drive delivery within a team-oriented environment

Preferred qualification
- Knowledge Management and/or Project Management Certification
- Experience in a fast growing tech cmpany
- Experience with the design and implementation of knowledge management architecture
- Working experience with international partners across different time zones and cultures

Trust & Safety is committed to the wellbeing of all our employees. Our promise is to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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 ar