Responsibilities
Team Introduction
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
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.This may occur in the form of 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.
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Responsibilities
-As an Operations Lead in our Trust & Safety Operations team, you will provide leadership and oversight to a matrixed Operations team ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.
What will I be doing?
-Provide leadership to a team of operations leaders, driving their success and supporting them in managing their teams.
-Foster a high-performance culture and champion open communication, inclusion, continuous improvement, and sharing feedback.
-Responsible for reviewing KPIs and ensuring that services (SLAs) are delivered within agreed policies & procedures and that the team holds themselves to a high standard.
-Own a target market, keeping up to date with changes and optimising resources across projects and daily tasks to drive high performance.
-Responsible for the governance framework for your team to ensure excellence in performance management, risk mitigation and outlier management processes.
-Responsible for ensuring key stakeholders, TnS management, and XFN's are kept informed of changes and challenges in the operations ecosystem in a proactive manner.
Qualifications
Minimum Qualifications:
-Experience recruiting, leading, and mentoring large, high-performing teams, including managing people managers.
-Experience leading an operations site, motivating teams, and driving a culture of excellence and engagement.
-Exceptional operational, interpersonal, customer service, and communication skills with a track record of delivering exceptional performance.
-Knowledge of Six Sigma / Lean processes & continuous improvement methodologies.
Preferred Qualifications:
-Attention to detail.
-Comfortable using data to analyze performance and using insight to drive performance.