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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.

Why Join Us:

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, 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 communities we serve. Join us.

About the Team:

The Incident Management (IM) organization aims to ensure the safety of our users on the platform by responding to varying levels of escalations. The Incident Analyst (IA) team which is a sub-pillar team under IM takes on a two-pronged approach to ensure the platform is safe for consumption by not only reacting to emergent situations but also taking a proactive stance on investigation-related matters. The team acts as a vital bridge between teams, coordinating and managing unexpected risks and ensuring internal escalations are handled accordingly.

As the Regional Incident Analyst Lead, AMS, you will manage large scale data sets to resolve escalations, while keeping an eye for details, and manage stakeholders to ensure a smooth collaboration between teams. In addition to spearheading escalation resolution in urgent situations, you will also be providing thought leadership to the team while growing fellow Incident Analysts on the team both in skills and domain expertise.

Responsibilities:

  • Lead and support a high-performing team of incident analysts to reconcile escalations by responding to and resolving diverse content safety risks, managing and handling large scale data sets, and closing the loop with relevant investigations for those incidents;
  • Manage to improve the efficiency of existing processes and procedures to enhance the team's internal capacity and performance on BAUs;
  • Work with other regional leaders to implement the key success metrics and the quality mechanism;
  • Lead projects to proactively improve the quality of back-end systems and processes by analyzing incident trends, policy and systems;
  • Maintain and strengthen the relationship with global cross-functional teams, and communicate with relevant stakeholders to align on goals and strategies;
  • Lead and guide the team on multi-faceted workflows that involve (but not limited to): compiling analytical, retrospective, and/or data-type investigation-related reports, provide feedback to XFNs (i.e. Product, Policy, Operations, etc.), optimizing processes and managing stakeholders;
  • Shape the team's culture that is collaborative, open-minded, transparent so as to maximise employees' professional and personal growth.

Qualifications

  • Bachelor's degree or above and a minimum of eight-year work experience;
  • Ability to mentor and manage a team of diverse backgrounds and skillsets, people management experience preferred;
  • Ability to translate action steps into a systematic process, and pay good attention to details;
  • Ability to develop strategies, prioritize projects, and ensure the delivery of high quality work under time constraints;
  • Possess an aptitude for numbers and quantitative skills, including but not limited to strong analytical skills with the ability to perform complex data analysis to derive key insights;
  • Aware of social media challenges and sensitivity to safety or regulatory issues;
  • Excellent communication skills and proven record of effective collaboration with global partners and XFN stakeholders regionally and globally;
  • Possesses excellent interpersonal skills and demonstrates sound judgment, as well as training and coaching skills;
  • Ability to work in a high pressure 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;
  • Demonstrated capability and focus on Leadership culture, communications and team engagement & motivation.

Preferred Qualifications:

  • You have previous experience working in a Trust & Safety environment or risk management would be advantageous;
  • Prior management experience with high performing teams;
  • SQL/Data analytical skills will be a huge plus;
  • You're passionate about helping the user community;
  • Proficiency in a second language will be a huge plus, as the team work in a Global scope.

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 ts.accommodations@tiktok.com .

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Confirmed 20 hours ago. Posted 30+ days ago.

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