Job Description
Responsibilities
The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.
Responsibilities
- Global Team Leadership: Lead, mentor, and manage a globally distributed team of OGS Managers and Specialists, driving their professional development and ensuring operational excellence across all regions.
- Strategic Problem Solving & Framework Design: Navigate ambiguity in a highly complex and fast-paced environment to architect best-in-class operational frameworks and knowledge management systems that are seamlessly applied by global operations teams.
- Cross-Functional Alignment: Act as the primary strategic point of contact for leadership stakeholders across Policy, Product, Quality, and Operations to align frontline operational execution with high-level policy intent.
Qualifications
Minimum Qualifications
- Global Team Leadership & Cross-Functional Leadership: Proven experience in managing, mentoring, and developing a global team of managers and specialists in a fast-paced operational or policy environment. Strong stakeholder management skills to foster alignment with leaders across Policy, Product, Quality, and Regional Ops teams, bridging the gap between intent and execution.
- Strategic Policy Translation & Synthesis: Ability to oversee the interpretation of complex policies and guide the team in distilling them into clear, scalable operational workflows for BPOs. Comprehensive written and verbal communication skillset.
- Systematic Thinking & Framework Design: Advanced skills in designing and overseeing knowledge management systems (KMS) and SOPs, establishing clear version control and operational frameworks (ex. Training materials).
- AI Strategy & Innovation: Ability to leverage AI capabilities strategically for policy translation, documentation optimization, and structural improvements at a global scale.
- Advanced Analytics & Data-Driven Strategy: Expertise in guiding teams to analyze complex quality metrics, escalations, and user appeal data to drive strategic improvements in global guidelines and decision consistency.
- Executive Communication & Reporting: Exceptional ability to communicate complex operational concepts with clarity, tailoring messaging to leaders and frontline teams alike. Anticipates misalignment and proactively addresses gaps through structured, transparent communication.
- Global Program Management & Cultural Nuance: Exceptional ability to oversee large-scale changes, assess and mitigate risks, and communicate strategies effectively to ensure guidelines are globally consistent yet locally applicable.
Preferred Qualifications
- Resilience and commitment to self-care, given the emotionally demanding nature of Trust & Safety work.
Trust & Safety
Content that this role interacts with includes 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. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok 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.
About TikTok
TikTok 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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
