About the team The Global Safety Support (GSS) team at Trust and Safety focuses on providing support to resolve T&S related issues submitted by our users and creators.
We work to follow-up and respond to complaints and feedback on safety issues around Account Safety, Minor Safety, ID verification, Regulatory Compliance, and Escalations.
The goal of GSS is to leverage user experience to build trust.
About the roleAs a Legal, Regulatory and High Risk Events Operations Manager within the TnS Ops Global Safety & Support team, you will manage the operational requirements of user contacts in terms of regulatory feedback channels covering a broad range of user and creator support and safety issues.
While proactively supporting High Risk events with safety mitigation enforcement efforts.
Your team will play a key role in internal and external communication related to legal and regulatory expectations that include DSA & GDPR issues and close partnership with TnS Risk and Product Operations teams.
You will enjoy developing structure in a dynamic environment and will have the ability to apply abstract concepts to difficult scenarios.
You will also have demonstrated a strong working knowledge of user safety and support frameworks and regulations in a similar technology company.
This position will enable you to take a hands-on approach when partnering with TikTok's Legal, Policy, Engineering and Product.
Responsibilities- You will mentor, coach, guide, and support the career development of a team of individual contributors while ensuring engagement and creativity for the team;- You'll develop the Global Safety & Support operational strategy for user and creator customer service through legal and regulatory required channels; - You'll combine and amend existing customer, industry, and regulatory requirements into common controls;- You'll partner with TikTok's Legal and Regulatory XFN partners to develop policies and procedures as appropriate to specify or implement controls and governance in support service channels;- You'll participate in and improve processes and procedures to respond to user and creator requests;- You'll effectively identify and surface problems and issues through PMO support functions by performing relevant research using the appropriate tools;- You'll develop and maintain a comprehensive set of metrics and measures within GSS operational benchmarking, including providing regular reporting on team performance.
Minimum Qualifications- You have a strong operational background in user safety or customer service support operations with direct experience in regulatory compliance service channels setup or management; - You have experience in managing and leading small teams including objective setting and performance reviews with a strong passion for growing team talent and developing high performers;- Demonstrated success in cross-functional collaboration;- Ability to think both strategically and tactically, and thrive in a fast-paced environment;- Strong verbal and written communication skills Preferred Qualifications- Proven experience in working with cross functional teams (Analytics, Product, Engineering, Consulting, Project Management or equivalent team) regionally/globally.
- Proven ability to structure process-oriented milestones.
Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some.
This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us.
We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
