Issue Discovery and Governance Specialist

Responsibilities
About Us
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 The Team
The Traffic and Ecosystem Team focuses on traffic distribution optimization and content ecosystem governance of TikTok LIVE business. As the middle platform of TikTok LIVE, we are devoted to providing solutions and building capacities for traffic and ecosystem issues from a holistic perspective. Our ultimate goal is to provide our users with the best user experience, and to ensure sustainable development of TikTok LIVE business.

**Responsibilities**:

- Manage proactive and reactive case reviews as part of daily duties
- Design and build a robust on-call system including process workflows and platform optimizations to improve the efficiency of product operations
- Build and maintain an efficient workflow for proactive and reactive case handling that ensures smooth thorough process integrity from upstream to downstream while proactively pursuing available opportunities for process improvement
- Develop and maintain an intake mechanism for the management of inquiries and feedback in order to regularize business operations, introduce efficiency gains to BAU, and improve user satisfaction levels across core operational teams
- Manage effective communication and collaboration as the main intermediary between the Product Operations team and key stakeholder groups to resolve process bottlenecks expediently and ensure seamless connection between upstream and downstream systems
- Proactively identify and define new risk areas and discovery channels while establishing a corresponding metrics framework to regularly track and measure both the impact of new and unknown risks, as well as surface anomalies for attention

**Qualifications**:
**Minimum Qualifications**:

- Bachelor's degree with more than 5 years of relevant work experience in service-oriented product operations
- Possess domain expertise in process design specific to on-call business operations from identifying core system requirements to implementing corresponding solutions
- Excellent acumen and execution ability in evaluating diverse content types based on a sound understanding of policy principles
- Strong analytical capabilities in visualizing both quantitative and qualitative data through sound reasoning to derive well-informed impact assessments of content risks

**Preferred Qualification**:

- Familiar with the inherent risks of content-based social media products through prior experience in the field of risk management
- Proactive problem-solver and a strong collaborator with a can-do attitude to drive issues from discovery through resolution

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.