Program Manager, Global Safety Support

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

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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 Trust and Safety

About the team
The Global Safety Support (GSS) team at Trust and Safety focuses on providing support to resolve T&S related issues submitted by our users and creators. We work to follow-up and respond to complaints and feedback on safety issues around Account Safety, Minor Safety, ID verification, Regulatory Compliance, and Escalations. The goal of GSS is to leverage user experience to build trust.

**Responsibilities**:

- Develop a deep understanding of current processes, products and policies, overview current situation and drive recommendations for process, policy and product improvements;
- Track and analyze key operational and user support metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts;
- Facilitate project management for entire retention process including document management and presentations. Drive project scope, schedule, deliverables, quality of all critical items, taking appropriate and/or effective action as needed in timely manner.
- Facilitate effective collaboration on safety, compliance and user support projects from problem definition to final execution with cross functional stakeholders; optimize the process and procedures to ensure timely and effective delivery;
- Work with internal counterparts to have global coordination to identify, assess and resolve user and creator-related issues in our tools, promote community well-being and user safety;
- Quantify parameters and establish systems for data-driven insights and workflow changes; work to ensure that the metrics we track are actionable and lead to cogent and achievable strategy;
- Diagnose the existing organization, workflows, and projects to generate structured insights and solid suggestions related to operational excellence.

**Qualifications**:
Minimum Qualifications
- Bachelor's Degree and above, with minimum of 3 years of relevant experience to project/program management or in similar capacity.
- Proven experience in working with cross functional teams (Analytics, Product, Engineering, Consulting, Project Management or equivalent team) regionally/globally.
- Proven experience with project/program management and coordination along with strong ability to work closely with the engineering team/ design team and other partner teams to guarantee effective execution of product plans.
- Proven ability to structure process-oriented milestones.
- Proven experience in data analysis with a strong ability to quickly identify problems, thoroughly analyze them and deliver feasible solutions.
- Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders.
- Excellent communication skills in English (both written and spoken).

Preferred Qualifications
- Good data analysis background
- Usage of any data analytics tool (SQL, Power BI, Tableau, etc)
- Experience in social media/internet companies would be 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.

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