Incident Manager, Trust
1 month ago
About the team
The Rapid Response team, under Incident Management, quickly and efficiently manages and contains high-risk community guidelines related incidents and crises that directly impact our community and the company. We protect the TikTok community by rapidly resolving high-risk incidents with the utilization of specialized tools, policies, and tactics. We are responsible for crisis management, incident management and we aim to not just address issues but to identify emerging risks and prevent them from spreading. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents. This role will be based in Singapore. Responsibilities- Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries; this could be a time sensitive response to a media inquiry, or a trending challenge that may pose harm to our community- Coordinate and drive strong collaboration across various global cross-functional teams including Public Policy, Comms, Legal, Product and Engineering, among others to handle and respond to crisis- Analyse incident trends, systems and data to develop improvements to the overall incident processes and drive improvements across process, policy and product- Be comfortable, methodical, able to work effectively and calmly during high-pressure situations- Be flexible with global working hours and operating on certain weekendsMinimum Qualifications- Bachelor's degree and preferably 5+ years experience in Incident, Risk or Crisis Management roles- Strong interpersonal and communication skills to engage with different teams- Knowledge of social media challenges and sensitivity to safety or regulatory issues- English proficiency is required along with complete fluency in Bahasa Melayu/Bahasa Indonesia/Thai as you will be predominantly covering the Bahasa Melayu/Bahasa Indonesia/Thai speaking market; review and translation will be required Preferred Qualifications- Previous experience working in a Trust & Safety environment or risk management would be advantageous;- Quantitative skills, data-driven mindset, SQL or Excel skills a plus;- You're passionate about the safety of user community. Trust & Safety recognises that keeping our platform safe for 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 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.
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