Our Trust & Safety team's commitment is to keep our online community safe. 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. Our Search Operations team includes: Global E-Commerce team, Search Evaluations team, Model Data team and Recommendation team;

The Global E-commerce Team is responsible for capturing and identifying users' e-commerce intentions and operating the whole process to promote GMV. Build and strengthen users' awareness that they can shop on TikTok, enhance the usage frequency and improve users' experience, accelerate the e-commerce business to grow.

The Search Evaluations team 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 Search Model Data Team is responsible for supporting data labelling projects covering different countries and languages. The data labeled will be provided to the Research and Development team, and used by R&D to train and test algorithm models for various search business segments, helping to optimise the search engine, launch new features and improve user experience when using the search function on our platform.

Responsibilities
-Leading, managing, recruiting & developing the regional search operation team, helping them to achieve their full potential and maintain high standards & quality of work
-Being responsible for ensuring that all services are delivered within the framework of TikTok's core values and in line with existing policies & procedures
-Being responsible for leading the team to perform policy, process & strategies localization, BPO quality management, Quality assurance, RCA, data analysis & deep dives, making reports & policy recommendations and strengthening the team's understanding of Search Ops policies.
-Continuously evaluate outcomes, manage performance, establish and optimise the workflow and SOPs, report, analyse, and optimise quality processes to ensure productivity, quality, effect and efficiency goals can be met.
-Being responsible for cooperating with cross-functional teams such as product, research & development teams to optimise search strategies and improve users' search experience.
-Being responsible for landing new projects and providing high quality training to BPO site.
-Report, analyse, and provide insights on our quality process and optimise the training process.
-Actively promoting and supporting inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and goals.
-Creating an inspiring team environment with an open communication culture, utilising clear goals and objective setting to help the team succeed.
-Additional compatible and related responsibilities which are not necessarily listed above.

Qualifications

Minimum Requirements
- Bachelor's Degree or equivalent education/experience, advanced degree is preferred.
- Minimum 2 years of experience in quality management in a major tech or media company.
- 2 years of experience as Team Lead/Content Manager/ Technical Lead. Solid people management skills and currently leading diverse teams.
- General knowledge about Search Engineering/Search engines and Search related strategies.

Preferred Qualifications
- Deep understanding of online safety, privacy, and expression issues.
- Solid communication skills, proficiency (both written and verbal) in English. A second or third language will be a plus.
- Attention to details and ability to work independently. Possesses good interpersonal skills, demonstrate good judgment, training and coaching skills.
- Proven track record of working with cross-functional partners, across different countries, ideally have experience with different markets/region.
- Analytical skills & Problem solving and data analytics.
- Ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.

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.