Search Operations Team Lead

TikTok is the leading destination for short-form video. Our mission is to inspire creativity and bring joy.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

Our Search Operations team supports our efforts to address objectionable or disturbing content which could include images of violence, animal cruelty, hate speech, violent extremism, or content that exploits or endangers children. The team plays a vital role in analyzing user searches and search strategy optimization to ensure a positive and safe user experience for our community.

**Responsibilities**:

- Leading, managing, recruiting & developing the local search operation team, helping them to achieve their full potential and maintain high standards & quality of work;
- Being responsible for ensuring that all services are delivered within the framework of TikTok's core values and in line with existing policies & procedures;
- Being responsible for leading the team to perform policy, process & strategies localization, BPO quality management, Quality assurance, RCA, data analysis & deep dives, making reports & policy recommendations and strengthening the team's understanding of Search Ops policies;
- Continuously evaluate outcomes, manage performance, establish and optimize the workflow and SOPs, report, analyse, and optimize quality process to ensure productivity, quality, effect and efficiency goals can be met;
- Being responsible for cooperating with cross-functional teams such as product, research & development teams to optimize search strategies and improve users' search experience;
- Being responsible for landing new projects and providing high quality training to BPO site;
- Actively promoting and supporting inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and goals;
- Creating an inspiring team environment with an open communication culture, utilising clear goals and objective setting to help the team succeed;
- Willing to work with sensitive issues that include child exploitation, a variety of religious and political views, violence, adult & sexual content;
- Working shift: 5x2, 12h to 21h, including weekends.

**Qualifications**:

- Bachelor's Degree or equivalent education/experience;
- Experience working on quality management in a major tech or media company, experience in Search operation is a plus;
- Experience as Team Lead/Content Manager/ Technical Lead;
- Deep understanding of online safety, privacy, and expression issues;
- Strong attention to details and ability to work independently;
- Possesses good interpersonal skills, demonstrate good judgment, training and coaching skills;
- Full proficiency level in English.

Trust & Safety is committed to the wellbeing of all our employees. Our promise is 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.