Creator & User Excellence Lead, Global Safety & Support, Singapore
4 months ago
About the team
As the Creator & User Excellence Lead, you will manage a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas. Your team will be responsible for metric changes and escalations across multiple channels with high quality, accuracy, and speed, monitoring alerts, and doing deep dives and investigations. You will establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. You will lead the monitoring of trends, patterns, find gaps and come up with solutions to address them. Based on your teams' findings, you will be using data and problem statements to influence other teams to make necessary improvements in safety and support services and processes. You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment. Responsibilities- Build and lead a high-performing support excellence team, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services;- You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering, algorithm) to identify, assess and resolve related issues in our products and processes.- Self-identify gaps, problems, needs and come up with robust solutions.- You'll influence product and policy development by providing key insights on the vulnerabilities detected on the platform.- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.Minimum Qualifications- You have experience in managing operations support in either Customer Service, Trust and Safety, or related areas such as management of social networking platforms.- You have 5+ years of experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.- You have the ability to work effectively in dynamic and fast-paced environments, with strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders; Preferred Qualifications- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;- You have the ability to translate action steps into a systematic process, driven by your passion for helping the user community.- Quantitative skills, data-driven mindset, SQL or Excel skills a plus; 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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