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Regional Rapid Response Lead
4 weeks ago
About the team The Rapid Response team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As the Rapid Response Lead, APAC, you will exercise your familiarity with the market, quick thinking, and stakeholder management skills to resolve crises in a timely and appropriate manner. You will also be growing fellow Rapid Response Analysts on the team both in skills and domain expertise. Responsibilities
- Lead a high-performing team of Rapid Response Analysts who will be on the front line coordinating the response to major global Trust & Safety incidents and crisis;
- Lead the APAC escalation roadmap and prioritization;
- Define regional strategy and country specific modifications for Rapid Response activities and drive team improvement efforts to be more effective and efficient;
- Investigate reported incidents across multiple internal and external channels for TikTok and respond to global partners inquiries; exhibiting grace when faced with high stakeholder pressure;
- Prioritize incoming risks and escalations based on severity and urgency, training teams to adapt priorities based on evolving facts;
- Analyze incident trends, systems, and data to provide recommendations for process, policy, and product improvements;
- Implement clear protocols for rapid response and containment of violative content/issues, relying on cross-functional relationships when issues cannot be self-resolved;
- Tightly coordinate with global cross-functional teams including Public Policy, Legal, Product, and Engineering among others to respond to crises and escalation handling;
- Lead post-mortems for major Trust & Safety incidents.
Minimum Qualifications
- You have the ability to mentor and manage a team of diverse backgrounds and skillsets;
- You have the ability to work effectively under strong pressure, strong interpersonal and communication skills to engage with different teams;
- You have the ability to translate action steps into a systematic process;
- You are aware of social media challenges and sensitivity to safety or regulatory issues.
Preferred Qualifications
- You have 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 helping the user community.
