Local Services, Governance Operations - USDS

Responsibilities

Team Introduction

Location based Services (LBS) team is responsible for location-based database and services, to support application scenarios e.g. TikTok, Lemon8. The objective is to help businesses to better connect users with real world places and services, to solve their unmet needs, meanwhile, to grow local business.

Responsibilities

Governance:

• Case Checks and Risk Investigation: Conduct case checks and investigations on US creators and users; evaluate their flagged content and behavior, and propose appropriate policy responses and mitigation plans
• Penalty and Strategy Enforcement: Take necessary action and enforce penalties on US creators and users to mitigate further risk or malicious actions
• Risk Discovery & Feedback Loops: Put in place SOPs and processes for proactive and reactive risk discovery and feedback loops. Uncover new risks and issues that certain US creators and users may bring to the Local Services ecosystem
• Issue Investigation & Mitigation: Investigate issues and conduct Root Cause Analyses (RCAs) to identify and categorize them as either product/tech, processes, or policy issues, and dive into where mitigation plans or strategies were insufficient to contain risks or discover new risks
  
  

Operations:

• BPO Relationship and Daily Management: Oversee and establish relationships with Business Process Outsourcing (BPO) vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements
• BPO Performance Tracking and Improvement Plans: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)
• Quality Checks and Training BPO: Conduct performance quality checks; develop required training materials, processes, SOPs, and ensure that BPOs are able to onboard and deliver on project requirements. Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner
• Project Requirements Collection & Alignment: Collect, evaluate and manage project requirements from various internal stakeholders, such as Labeling, Enforcement, Moderation, Service functions. Align on and deliver project plans to meet overall requirements
• BPO Contractual Management and Settlement: Evaluate and onboard potential BPO vendors, and manage contracts with them (if needed). Implement billing/settlement terms with BPO vendors and ensure they meet their contractual obligations
  
  

Qualifications

Minimum Qualifications:

• Bachelor's degree or above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or other related fields
• Understanding of content and actor-level case investigation, RCAs, ecosystem risks, and penalty levers to mitigate risks
• Exceptional data interpretation and analysis skills
• 3 or more years of demonstrated experience in a role involving risk or BPO operations, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries
• In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices
• Excellent report-writing and presentation skills; ability to synthesize research, perform analyses, and present outcomes and recommendations in a legible and structured written format to management and stakeholders
  
  

Preferred Qualifications:

• Proficiency in utilizing querying and analytical tools (e.g. SQL, Python) and conducting data analysis is a plus
• Proven track record in end-to-end BPO management, including BPO selection, workforce planning, budgeting, negotiations, and contract management
  
  

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $91200 - $160444 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.
  
  

About USDS

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Data Security Statement

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

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.

USDS Reasonable Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA