Operation Guidelines & Standard Specialist - AIS - Singapore

TikTok
Singapore
Full timeFunction: Design (Product/UX/UI/Visual)Skills: ["Cross-functional coordination","Analytical thinking","Attention to detail","Risk awareness","Data-driven problem solving"]

Own operations knowledge and standardization by translating complex policy into clear, scalable workflows and decision frameworks for frontline teams. Build and maintain SOPs and a governed knowledge base, handle operational clarifications, and run structured feedback loops into Policy. Use AI tools to improve documentation quality, and analyze quality metrics, escalations, and appeals to identify gaps, root causes, and strengthen risk control across frontline and BPO teams.

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FursaFursa
TikTok
TikTok
14 hours ago

Operation Guidelines & Standard Specialist - AIS - Singapore

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

Job Summary

Own operations knowledge and standardization by translating complex policy into clear, scalable workflows and decision frameworks for frontline teams. Build and maintain SOPs and a governed knowledge base, handle operational clarifications, and run structured feedback loops into Policy. Use AI tools to improve documentation quality, and analyze quality metrics, escalations, and appeals to identify gaps, root causes, and strengthen risk control across frontline and BPO teams.
Location: Singapore
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Mid level

Key Responsibilities

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

Key Requirements

  • •Demonstrate strong policy knowledge in the Ops functional domain and connect with operational governance/process.
  • •Exposure to operational workflows, QA processes, or policy execution activities (execution-focused, not design ownership).
  • •Proven ability to support cross-functional coordination (Policy, Ops, Product, or vendor teams).
  • •Basic analytical skills to structure data, identify issues, and clearly escalate insights.
  • •Familiarity with standard operating procedures (SOPs), process documentation, or workflow execution.
Skills:Cross-functional coordinationAnalytical thinkingAttention to detailRisk awarenessData-driven problem solving
Tech Stack:AI toolsKnowledge baseSOPsProcess documentation

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