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Head of Global Operations, Trust
2 weeks ago
Global Operations
Head of Global Operations, Trust & Safety
Location
:
Singapore
Employment Type
:
Regular
Job Code
:
A62685A
Responsibilities
About the role
The Head of Operations is a key leadership role responsible for defining, executing, and scaling the global operational strategy across in-house and outsourced sites. This leader will oversee a global network of operational hubs and vendor partners, ensuring consistent delivery, operational resilience, and strategic alignment with business priorities.
This role combines strategic foresight, operational excellence, and cross-functional influence driving transformation across process, performance, and people dimensions. The successful candidate will serve as a key thought partner to senior leadership, championing innovation, automation, and efficiency to support Trust & Safety worldwide.
Responsibilities
Global Strategy & Leadership
- Define and lead the global operations strategy to ensure scalability, efficiency, and alignment with Trust & Safety and Customer Support objectives.
- Translate organizational priorities into operational roadmaps that optimize delivery models, workforce allocation, and vendor partnerships across all regions.
- Act as a trusted advisor to senior executives providing insights on operational trends, capacity planning, cost optimization, and risk management.
- Drive cross-regional harmonization of processes, KPIs, and governance frameworks to ensure global consistency.
- Champion innovation and automation in operations partnering with Product, Data, and AI teams to embed technology-driven efficiencies and predictive insights.
Operational Excellence & Performance
- Oversee global delivery performance across internal operations and outsourced partners, ensuring adherence to SLAs, quality, and customer satisfaction metrics.
- Establish a global governance structure including QBRs, performance scorecards, and executive dashboards to track efficiency, quality, and vendor ROI.
- Develop playbooks and best practices that enable rapid scaling and consistent execution across diverse operational sites.
- Lead crisis management and operational continuity planning to maintain business resilience and compliance in dynamic environments.
Vendor & Partner Ecosystem Management
- Own the global vendor strategy covering partner selection, commercial negotiation, performance management, and strategic transformation initiatives.
- Build long-term partnerships with BPO and technology vendors to enhance delivery capacity, agility, and innovation.
- Define and monitor vendor KPIs tied to cost efficiency, quality, compliance, and people engagement.
- Partner closely with Procurement, Finance, and Legal teams to ensure robust governance and contractual performance.
People Leadership & Organizational Development
- Lead and develop a high-performing global operations leadership team, fostering a culture of excellence, inclusivity, and data-driven accountability.
- Set a clear vision for leadership development, talent mobility, and organizational design to support evolving business needs.
- Create and nurture a strong feedback culture that encourages continuous learning, improvement, and ownership across all levels.
- Serve as a visible, empathetic leader connecting strategy to execution and inspiring teams across regions and time zones.
Qualifications
Minimum Qualifications
- Masters in Business Administration (MBA) or equivalent advanced degree strongly preferred. 5+ years of progressive experience in global operations within large-scale, matrixed organizations (e.g., Technology, Trust & Safety, Customer Experience, E-commerce), including at least 5 years in senior leadership roles managing regional or global operations teams and scaling delivery models across multiple geographies.
- 5+ years of experience driving operational scaling initiatives including the design and optimization of multi-site delivery models that support business expansion and efficiency.
- Proven track record in launching a BPO operations framework in close collaboration with Trust & Safety and cross-functional teams, to strengthen compliance, quality, and service resilience.
- Proven success in driving automation and digital transformation initiatives that enhance productivity, streamline workflows, and enable data-driven decision-making.
- Demonstrated ability to translate operational excellence into measurable business impact, including improvements in service quality, customer experience, and overall contribution to positive GMV outcomes.
- Strong executive presence with the ability to influence and align stakeholders across regions, functions, and leadership levels.
- Financial and commercial acumen, with experience managing global budgets, cost optimization, and vendor ROI.
Preferred Qualifications
- Expertise in operational transformation, automation, and AI-driven process optimization.
- Certification or training in Lean Six Sigma, PMP, or Operational Excellence methodologies.
- Experience managing distributed teams across diverse cultural and regulatory landscapes.
- Demonstrated ability to lead through ambiguity, drive large-scale change, and build alignment across global teams.
Job Information
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise 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.
