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 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
As the Reporting & Insights Lead, you will manage a team that provides operational reporting and insights analysis of the Creator and User support experience. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.
As a key member of the Global Safety & Support team, you will work to deepen our understanding of the content and creator landscape and their experience on the platform to help drive user, content, and creator growth. You will use this understanding and insight to influence the strategy with Product and T&S stakeholders while supporting the broader Customer Service Operations teams in operational health and performance measurement.
You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.

Responsibilities
What will I be doing?
- Lead a high-performing team of data and reporting analysts, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support customer services through operational reporting and user insights analysis
- Lead the team to conduct robust analysis of OPS metrics, identify possible improvement and optimization areas with strong analytical skills and strong business knowledge.
- Support the development of measurement goals and benchmarks for Customer Service operations, helping GSS and partner teams to connect the work they're doing to measurable goals and to inform planning
- Influence and develop standardized reporting processes and act as a spokesperson for GSS in collaborative business groups

Qualifications

Minimum Qualifications
- You have experience in managing operations analysis and reporting in either Customer Service, Trust and Safety, or related areas such as social networking platforms.
- You have 5+ years of experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- Expert quantitative skills, data-driven mindset, SQL or Excel skills;
- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;

Preferred Qualifications
- You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
- You have the ability to translate action steps into a systematic process
- You're passionate about supporting the user and creator community

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.