Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2026 TikTok
Responsibilities
About the team The Account, Interaction & Search Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively. We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions. With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions. Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community. About the role The Global On-Call Safety Operations Lead is responsible for leading real-time safety operations and incident response across global content moderation ecosystems (Video Short & Live), including Account, Search, and Interaction platforms (Comments, Messaging). This role ensures rapid detection, triage, and resolution of high-risk safety incidents, minimizing user and platform risk while maintaining operational stability Operating at the center of a 24/7 global safety framework, the Global Lead drives incident management strategy, strengthens escalation protocols, and ensures seamless coordination across regions and cross-functional teams. This role combines strong operational judgment, data-driven decision-making, and leadership capabilities to safeguard platform integrity in a fast-paced and high-stakes environment. Responsibilities 1. Global Operations Leadership & Team Management - Lead a high-performing, global service delivery team across a 24/7 on-call service. - Set operational priorities, KPI goals, and performance standards; coach the team to achieve them. - Identify training gaps, implement skill development programs, and maintain high-quality service delivery. 2. Strategict Process Optimization & Automation for Global Oncall - Develop and execute the global on-call service delivery strategy to improve efficiency, productivity, and client satisfaction. - Optimize workflows, introduce new service channels, and collaborate with Product teams to implement automation and advanced case routing logic. - Benchmark industry best practices and continuously refine processes and policies to meet evolving operational needs. 3. Risk & Emergency Management - Lead coordinated responses to escalations, safety incidents, and integrity-related issues across multiple LOBs. - Serve as the primary point of contact for business account managers during high-severity incidents. - Develop systems to proactively detect service defects and mitigate recurring risks. 4. Insights, Reporting & Continuous Improvement - Analyze incident trends, operational metrics, and customer feedback to identify root causes and improvement opportunities. - Prepare reports on recurring issues, service performance, and program effectiveness for leadership. - Drive cross-functional initiatives to implement process improvements, prevent recurrence, and enhance overall safety operations. 5. Stakeholder Collaboration & Oncall Governance - Partner with leadership and cross-functional teams (Product, Policy, Operations) to align on strategy, operational priorities, and continuous improvement projects. - Maintain structured review cadences (weekly, monthly) to ensure transparency, accountability, and program effectiveness. - Champion adherence to safety policies, global standards, and operational excellence across the on-call ecosystem.
Qualifications
Minimum Qualifications: - BA/BS degree or equivalent practical experience - 2+ years in managing country/regional teams and 5+ years in management in oncall service, customer service and creator/seller success fields. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment - Experience in program management and ability to manage large, complex programs and drive change - Ability to function independently and within team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials - 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response. - Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment - Proven ability to manage escalations, emergency response, and operational issue resolution. Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution - Strong verbal and written communication skills, with the ability to engage and influence cross-functional teams. Experienced in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems Preferred Qualifications: - Experience working with Product, Policy, and Process teams to drive service improvements - Experience leading cross-functional initiatives with executive stakeholders - Background in developing training programs or quality assurance processes - Prior experience in the tech, commerce, or customer service industry - Experience in TnS or content moderation is a plus
Job Information
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the 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 joining.
We 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.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
