Head of Trust & Safety Operations Quality AMS

$147,000 - $260,000/Yr

Tiktok - San Jose, CA

Full-time - Senior

San Jose, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

TikTok is the leading destination for short-form mobile video, and our mission is to inspire creativity and bring joy. The Trust & Safety team is dedicated to maintaining a safe online community, investing heavily in both human and machine-based moderation to swiftly remove harmful content before it reaches our users. We are seeking a Head of Quality to lead our AMS operations during a period of rapid growth. This role requires a strong background in Trust and Safety, Quality Assurance, Content Moderation, and Operations Management. As the Head of Quality, you will oversee a leadership team of Quality Managers and collaborate closely with cross-functional Safety teams to enhance, maintain, and implement new quality assurance procedures. Your team will be responsible for establishing the ground truth to assess the performance of moderation teams, conducting deep dive root cause analyses (RCAs), and performing metrics analysis to drive continuous quality improvements. In this role, you will manage and mentor Quality Assurance teams within the AMS hub, guiding them through various safety-relevant projects across TikTok and other product lines. You will serve as the primary point of contact for the region, collaborating with regional peers to provide insights and develop long-term strategies for the organization. As a change leader, you will communicate key strategic updates to all relevant stakeholders globally. You will own the operational quality across all AMS content moderation work and partner with cross-functional teams on analysis and reporting. Your responsibilities will also include coaching QA Managers and Leads to enhance the Trust & Quality framework, performance management methods, and tracking KPIs. Additionally, you will lead a team of Quality Assurance Specialists through Managers to conduct ad-hoc QA testing, data analysis, and deep dives, making reports and policy recommendations while triaging escalations. You will analyze data firsthand to validate your team's recommendations, driving continuous quality improvement across partner sites and workflows. Automation of metrics through the creation of dashboards for reporting and analysis will also be part of your duties. This role may expose you to harmful content, including bullying, hate speech, and depictions of harm, which is a critical aspect of the job. The position can be based in either San Jose, California, or Austin, Texas.

Responsibilities

• Lead the Quality Assurance teams in the AMS hub, managing, mentoring, and guiding sub-teams on safety-relevant projects.
• Serve as the point of contact for the region, collaborating with regional peers to provide insights and build long-term strategies.
• Communicate key strategic updates for the regions with all relevant stakeholders globally.
• Own Operational Quality across all AMS content moderation work and partner with cross-functional teams on analysis and reporting.
• Work with Safety Ops Leadership and cross-functional teams to align QA assessment procedures with product strategies.
• Coach and support QA Managers and Leads to develop and enhance the Trust & Quality framework and performance management methods.
• Lead a team of Quality Assurance Specialists to perform ad-hoc QA testing, RCA, data analysis, and deep dives, making reports and policy recommendations.
• Analyze data to validate recommendations made by your team to drive continuous quality improvement across partner sites and workflows.
• Automate metrics by creating dashboards for reporting and analysis.
• Assist cross-functional or QA teams and Leadership with ad-hoc projects based on business needs or requests.
• Validate information of RCA reports created by your team and present findings to key internal stakeholders.
• Ensure BPO partners meet and exceed quality targets and provide necessary support to achieve objectives.

Requirements

• Minimum Bachelor of Arts/Science degree in Business, Economics, or Statistics.
• Several years of experience in Content Quality, Trust & Safety Operations, or a similar industry.
• Significant leadership experience managing large teams of approximately 500 headcount and working with BPOs.
• Solid understanding of how Training and Quality work together, along with cross-functional collaboration with external and internal teams.
• Strong analytical skills with the ability to perform complex data analysis to derive key insights and explain data trends.
• Proficiency in Data Analysis tools such as Microsoft Excel and data visualization tools like Tableau or Power BI.
• Experience in Six Sigma, Lean principles, or Operational Maturity methodologies.

Nice-to-haves

• Experience working with partners internationally across different time zones.
• Detail-oriented with the ability to create and maintain reports, procedures, proposals, and presentations.
• Outstanding natural communicator with exceptional verbal, written, and communication skills in English.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% for dependents, and a Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
• Flexible Spending Account (FSA) options for healthcare and dependent care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) and 10 paid sick days per year.
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym, and cellphone service reimbursements.