Program Manager, Global Safety Support
6 months ago
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.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. 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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Singapur, Singapore TikTok Full timeAbout the RoleWe are seeking a highly skilled Program Management and Reporting Lead to join our Global Safety and Support team. As a key member of our team, you will be responsible for managing a high-performing team that develops and implements operational reporting and support platform requirements. You will work closely with cross-functional teams to...
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Singapur, Singapore TikTok Full timeAbout the TeamThe Global Safety Support team at TikTok 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.ResponsibilitiesDevelop a deep...
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