At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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Trust & Safety
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.

About the team & role
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.

The Search Evaluation & Investigation function is dedicated to providing evaluation services for all of the Company's international products. Search quality evaluation is the measurement of the satisfaction level of search results through manual evaluation. Human evaluation is the most important search quality measurement method other than objective metrics evaluation, which can drive the optimisation and iteration of search strategies and ultimately improve search quality and user experience.

The Product Operations role interacts with images, video, text related to everyday life. Simply put, the evaluation team plays the role of the users of search, then rate and score search results based on the results' quality and user experience. Sensitive content can also be randomly encountered, including (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

Responsibilities
1. Evaluate cases daily to provide the product team with insights, feedback, which can then be translated into improvements and optimisation of key product metrics (e.g. page view, negative user feedback and click through rate).
2. Assimilate and summarise search data, to build recommendations for improvement and optimisation.
3. Accountable for improvement, by optimising SOP to ensure strong delivery of business team(s).
4. Improve cost efficiency & analysis.
5. Responsible for search evaluation, investigation, and other search-related business requirements and provide guidance to deliver all key project milestones and outcomes to optimize search results-related strategies.
6. Work independently as the evaluation and investigation project designer, deeply understand the business, and be responsible for the overall process of the project, including planning, implementation and providing high-quality evaluation analysis to help with product optimization.
7. Work closely with Product Managers and technical teams to elaborate and optimize relevant evaluation standards or guidelines and output project SOPs to ensure that the evaluation meets expectations.
8. Work closely with multiple business partners to ensure business metrics improvement and workflow optimisation.
9. Other Ad-hoc and relevant projects such as reporting and urgent business requests from product teams as assigned by TL.

Qualifications

Minimum Qualifications
1. Bachelor's degree or above.
2. Proficiency (both written and verbal) in Italian and English due to working with Italian speakers stakeholders. Solid understanding of market regional culture.
3. Minimum 3 years of working experience in areas like: Product Operations, Project Management, Subject Matter Expert, Market Specialist, Team Leadership, Policy management & Enforcement, Etc.

Preferred Qualifications
4. Solid understanding of search engines and TikTok or similar Excellent data analysis, as well as Project management experience.
5. Ability to manage cross-functional operational efforts, work with data delivery, engineering, and product teams to ensure the smooth rollout of projects.
6. Flexible, adaptable, proactive and self-motivated, and demonstrated ability to perform well in a highly dynamic, rapidly changing environment.

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.