Digital Operations Lead

1 day ago


Fatih, Istanbul, Turkey TikTok Full time
Role Overview

The Trust & Safety Operations Lead will lead content moderation for a market and support 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.

About the Team:
As a member of our Operations team, you will be responsible for leading content moderation teams and directly supporting Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures. You will build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.

Main 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.

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.


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