Operational Excellence Strategist, Learning & Enablement

About The Team

The Launch & Enablement team serves as the operational backbone for TikTok's Trust & Safety organization. We design, build, and scale the processes that protect our community. As a Workflow Strategist, you will be the architect of our global moderation ecosystem. You will decide how, where, and by whom content is reviewed, ensuring our operations are efficient, effective, and ready for the future. Your work is critical to enabling our teams to execute with precision and keeping the platform safe for millions of users.

Responsibilities

You are a strategic operator and a master of complex systems. You excel at seeing the big picture, designing global workflows, while flawlessly managing the details of implementation. You are highly analytical, using data to determine the optimal path forward for any given challenge. You are a natural collaborator and communicator, capable of partnering with internal experts, scaled vendors, and technical teams to drive continuous improvement and operational excellence.

Strategic Allocation & Queue Management

• Analyze all incoming moderation workstreams to assess their complexity, risk, volume, and strategic importance.
• Determine the optimal allocation for each workstream, deciding whether it should be handled by the specialist in-house incubation team, a scaled BPO partner, or a hybrid model.
• Own the master plan for work allocation and prioritization across the entire global network, managing queues and routing to ensure all operational SLAs are met or exceeded.
• Develop and maintain clear, concise, and accessible technical documentation for all workflows, serving as the single source of truth for both internal teams and BPO partners.

New Workflow Implementation & Enablement

• Lead the operational rollout and implementation of new moderation queues, policies and product features across our in-house and BPO teams.
• Partner closely with the Incubation team to pilot, test, and refine new processes before scaling them to our global partners.
• Develop comprehensive implementation plans for BPO launches in partnership with Partner Operations.
• Define the future state of workflows, preparing for their eventual integration and rollout to BPO partners.

Continuous Improvement & Optimization

• Proactively analyze performance data, moderator feedback, and quality metrics to identify opportunities for improving the efficiency and accuracy of existing workflows.
• Serve as a key strategic partner to Product and Engineering, using data-driven insights to recommend and test improvements to moderation tools, AI models, and internal systems.
• Establish and manage a formal feedback loop (e.g., via Spark) to ensure BPO partner insights on policy and tooling are systematically collected, analyzed, and addressed in partnership with our Partner Operations team.

Minimum Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years of experience in operations, program management, process excellence, or a similar strategic role within a technical or product-focused environment.
• Proven ability to manage complex, cross-functional projects from inception to completion.
• Strong analytical skills with experience using data to drive strategic decisions.
• Exceptional communication and documentation skills, with the ability to articulate complex operational plans to diverse audiences.

Preferred Qualifications

• Direct experience in Trust & Safety operations.
• Significant experience working with and managing BPO/vendor relationships and performance.
• Experience in a "launch," "go-to-market," or "enablement" function responsible for rolling out new processes or products.
• Familiarity with process optimization methodologies (e.g., Six Sigma, Lean).
• Experience with data analysis and visualization tools (e.g., SQL, Tableau).