Business Operations Analyst, Trust & Safety

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
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.
The Trust & Safety team plays a critical role by helping to ensure that TikTok is a safe platform for users to express themselves and enjoy the content. Being a fast-growing global team with offices in more than 20 countries and staff of diverse cultural backgrounds, Trust & Safety provides unique opportunities for the right candidate to thrive in various areas of translation and interpretation.
We are currently looking for someone to join our Management Optimization team. The Management Optimization (MO) team aims to drive collaboration, optimization and synergy for Trust & Safety (T&S) global functioning. The team are responsible for running multiple projects including operation analysis, evaluation and performance management, KPI setting, working procedure management, employee wellness and other related projects.
This is an excellent opportunity for someone with strong analytical skills with a passion for driving performance.
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.
Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
What will I be doing?
- Design, build and run operation management-related metrics for global products. The metrics may include, for instance, data related to the efficiency & quality performance in global moderation teams.
- Provide data support on business reports, run analysis and collect RCA feedback. Follow up with further management action.
- Identify issue areas through data analysis and provide improvement insights to global management teams.
- Push on data visualization in cooperation with multi-functional departments.
- Related projects may involve intensive cross-functional cooperation.
Qualifications
What should I bring with me?
- A bachelor's degree or higher in Management Information Systems, Business Analytics, or related subjects is preferred.
- 5+ years of experience in management, business process improvement, or analytical roles in content moderation or similar fields. Such as call centers and adverts moderation in tech companies.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
- Proficiency in Excel & Google sheet and hands-on experience in SQL are preferred.
- Familiarity with data visualization tools, e.g., Tableau, Power BI, etc.
- Basic statistics or mathematics skills.
- Strong communication, presentation & documentation skills.
- Proficiency in English.
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 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 [email protected]