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Operations Lead, Trust

1 month ago

Fatih, Istanbul, Turkey TikTok Full time

Responsibilities

About the Team:
As a Trust & Safety Operations Lead, you will be responsible for leading content moderation for a market and supporting team leaders across the Operations team in London. This role will provide leadership and oversight to a matrix Operations team ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.

Responsibilities:

  1. Lead and motivate content moderation teams and directly support Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.
  2. Build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.
  3. Supervise content moderation metrics in the markets within your scope, ensuring team's performance targets consistently met.
  4. Take responsibility of short term and long term growth strategy for your markets, defining priorities, managing resourcing and organisational structure aligned for future.
  5. Provide balanced autonomy to your team leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently.
  6. Initiate effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users.
  7. Review management information and make suggestions and recommendations as to improvements across the department.
  8. Act as a point of escalation for your team leaders on all people-related matters, listening to feedback and supporting issues/conflicts resolution.
  9. Lead or participate in projects with focus on process and service improvement.
  10. Encourage creativity and risk-taking.
  11. Deputise for the Site Manager, as required.
  12. Work flexibly to meet the needs of the service, carrying out shifts if necessary.
BPO Management:
  1. Working to develop and maintain effective communication systems with the BPO partner.
  2. Hold BPO accountable to performance expectations.
  3. Hold vendors accountable for reaching and maintaining required headcount to meet SLAs.
  4. Lead data-driven root causes analysis of variances in operational performance.
  5. Support vendor escalations, and lead corrective action plans.
  6. Foster an environment of collaboration, engagement, and high performance.
Qualifications

Minimum Qualifications:
  1. Experienced in leading content moderation or customer service teams of all levels.
  2. Skilled at coaching and developing direct reports.
  3. Strong proficiency in English, both verbal and written.
  4. Ability to coordinate multiple projects in a fast-paced environment, engaging with cross-functional partners.
  5. Confident in data analysis and making data-driven decisions to deliver service value.
  6. Experience recruiting, leading, and mentoring high-performing teams, ideally including managing next-level people managers.
  7. Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
Preferred Qualifications:
  1. Proficiency with necessary technology, including computers, software applications, and phone systems.
  2. Basic proficiency with MS Office Suite (advanced proficiency preferred).
  3. Knowledge of Six Sigma/Lean processes or continuous improvement methodology is an advantage.
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