Platform Operations Team Lead - TikTok Safety Product (San Jose)

TikTok
San Jose
Full timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Communication","Coordination","Problem-solving","Critical thinking","Priority management","Mentoring/coaching"]

Lead platform operations for TikTok’s safety product, driving business operation excellence across ticket and incident response channels. Manage and grow a local support operations team, optimize user feedback and knowledge-sharing processes, and use ticket and audit data to identify bottlenecks and implement data-driven improvements. Partner with cross-functional stakeholders and act as a domain point of contact to localize strategies and strengthen global operational readiness.

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FursaFursa
TikTok
TikTok
1 month ago

Platform Operations Team Lead - TikTok Safety Product (San Jose)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead platform operations for TikTok’s safety product, driving business operation excellence across ticket and incident response channels. Manage and grow a local support operations team, optimize user feedback and knowledge-sharing processes, and use ticket and audit data to identify bottlenecks and implement data-driven improvements. Partner with cross-functional stakeholders and act as a domain point of contact to localize strategies and strengthen global operational readiness.
Location: San Jose
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Investigate reported tickets/incidents across multiple channels and coordinate fast, accurate responses to global partner inquiries.
  • •Manage the local ticket support operations team and optimize the user feedback process and priority execution.
  • •Identify bottlenecks from operational, ticket, audit, and feedback data; design and implement solutions to reduce inefficiencies.
  • •Hire, motivate, coach, and upskill team members; plan manpower and task allocations to improve productivity and quality.
  • •Act as the domain point of contact with regional support, and partner with engineering and product teams to deliver user-impacting solutions and improve the support journey.

Key Requirements

  • •More than 5 years of experience in the internet industry with 3+ years of team management experience in platform operations and product technical support operations.
  • •Familiarity with content moderation workflows and trust & safety operations, including incident and risk management.
  • •Deep understanding of ticket support workflows, platforms, and operational metrics.
  • •Experience managing escalation processes to technical issues and strong product/service process and project management.
  • •Strong data analysis and reporting capabilities to understand system performance and stability.
Experience:5+ yearsInternet industryContent moderationTrust & safetyIncident management
Skills:CommunicationCoordinationProblem-solvingCritical thinkingPriority managementMentoring/coaching
Tech Stack:Large language modelsAIAutomation tools

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