Tiktok - San Jose, CA
posted 5 days ago
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.