Responsibilities
About the team
The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager based in Singapore, you will be on the front line coordinating our response to major global Trust & Safety pressing regulatory incidents.
Responsibilities
- Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries. This could be a time sensitive response to a critical government regulatory report, a safety related matter raised by our Community Partner Channel or a trending challenge that may pose harm to our community of users
- Coordinate across various global cross-functional teams including Public Policy, Legal, Product and Engineering, among others to handle and respond to crisis;
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- Analyse incident trends, systems and data to develop improvements to the overall incident processes and drive improvements across process, policy and product;
- You will be expected to lead cross-functional post-mortems for major incidents and produce actionable insights;
- Be comfortable, methodical and resilient;
- Be flexible with global working hours and operate on certain weekends, on a rotation-basis.
Qualifications
Minimum Qualifications
- Bachelor's degree or above;
- 3+ years experience in Trust & Safety Operations or Incident, Risk or Crisis Management roles;
- Ability to work effectively under challenges, strong interpersonal and communication skills to engage with different teams;
- English proficiency is required along with complete fluency in Thai review and translation will be required as you will be covering the Thai speaking markets amongst others
- Good project management skills, with a proven record of driving change from conception to execution
- Knowledge of social media challenges and sensitivity to safety or regulatory issues
Preferred Qualifications
- Previous experience working in a Trust & Safety environment, incident management or risk management would be advantageous, especially within the APAC markets;
- Quantitative data analytics/SQL skills, a data driven mindset;
- Strong stakeholder management skills