Program Management & User Insights Lead, Global Safety & Support- San Jose

DescriptionAbout TikTokTikTok 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 UsCreation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, 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 users we serve. Join us.Team IntroductionBuilding a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.ResponsibilitiesManual input required - please include the role responsibilities into Feishu Hire*- Build and lead a high-performing support enablement function, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services.- Self-identify gaps, problems, needs and come up with robust solutions.- Responsible for translating analyses into real business outcomes with specific and tailored performance drive actions to ensure business targets are achieved.- You'll collaborate with cross-functional partners (operations, product management, data analytics, engineering, policy) to identify, assess and resolve related issues in our products and processes.- Provide thought leadership to the Global Safety & Support org and cross-functional stakeholders, partnering with Operations leads to converting raw data into actionable recommendations and strategies.- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.- Support the development of measurement goals and benchmarks for the Global Safety & Support organization, helping teams to connect the work they're doing to measurable goals and to inform planning.QualificationsMinimum QualificationsManual input required - please include the MQs into Feishu Hire*- 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 excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;Preferred Qualifications- You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;- You have the ability to translate action steps into a systematic process;- You're passionate about helping the user and creator community;TikTok Trust & Safety recognises that keeping our platform safe for the 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 joining.We 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.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.TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2#LI-HybridRegularExperienced