Operation Guidelines & Standard Specialist - Kuala Lumpur - VSO

TikTok
Kuala Lumpur
Full timeFunction: Design (Product/UX/UI/Visual)Skills: ["Cross-functional coordination","Analytical thinking","Attention to detail","Structured problem solving","Communication"]

Own the operational translation of policy into clear, scalable workflows for frontline and BPO teams. Manage the operations knowledge base and standard operating procedures, handle operational clarifications, and create structured feedback loops into Policy. Use quality metrics, escalations, and user appeals to spot execution gaps and improve decision consistency, while coordinating cross-functionally to drive consistent policy and process change across markets.

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FursaFursa
TikTok
TikTok
14 hours ago

Operation Guidelines & Standard Specialist - Kuala Lumpur - VSO

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the operational translation of policy into clear, scalable workflows for frontline and BPO teams. Manage the operations knowledge base and standard operating procedures, handle operational clarifications, and create structured feedback loops into Policy. Use quality metrics, escalations, and user appeals to spot execution gaps and improve decision consistency, while coordinating cross-functionally to drive consistent policy and process change across markets.
Location: Kuala Lumpur
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)

Key Responsibilities

  • •Translate complex policies into clear, actionable, scalable operational workflows and decision frameworks.
  • •Build, standardize, and maintain knowledge management systems and SOP/process documentation with governance and version control.
  • •Leverage AI tools to improve policy translation and streamline creation of operational materials.
  • •Collaborate with Policy, Product, Quality, and Regional Operations to bridge policy intent and operational execution.
  • •Review quality metrics, escalations, and user appeals to identify execution gaps, root causes, and improve guideline consistency.

Key Requirements

  • •Demonstrate strong policy knowledge in the Ops functional domain and connect it to operational governance and process.
  • •Have exposure to operational workflows, QA processes, or policy execution activities (execution-focused, not design ownership).
  • •Support cross-functional coordination with Policy, Ops, Product, or vendor teams.
  • •Use basic analytical skills to structure data, identify issues, and escalate insights clearly.
  • •Have familiarity with SOPs, process documentation, and workflow execution.
Experience:OperationsPolicyQuality assuranceBPO
Skills:Cross-functional coordinationAnalytical thinkingAttention to detailStructured problem solvingCommunication
Tech Stack:AI toolsSOPsQuality metricsDashboards

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn