Partner Performance Quality Lead

About the Role

As a Partner Performance Quality Lead on our USDS TikTok Trust & Safety team, you will manage the overall proficiency and quality of performance of our internal and external quality teams and ensure compliance to policy and process. In this role you will be able to contribute to a high-paced and frequently changing work environment with the ability to prioritize multiple functions, tasks, and manage time efficiently. You are proficient at data analysis and communicating findings back to leadership and crossfunctional stakeholders in a timely manner. You are able to understand complex problems and develop quality improvement plans.

Key Responsibilities

• Own the quality assurance operations of partner content review teams and serve as a designated point of contact between TikTok cross functional stakeholders and external vendor teams.
• Ensure that Partners are on track to meet or exceed KPI targets.
• Establish performance glidepaths, creating calculated milestones to drive continuous success and maintain standards for vendors, monitoring site specific metrics and trends.
• Perform data analysis to uncover problematic error trends, develop collaborative improvement initiatives, and report findings.
• Identify improvement areas for external quality team performance and work closely with internal stakeholders and vendor leadership to prepare solutions.
• Perform as a functional bridge between external vendors, internal stakeholders, and the quality team
• Maintain expert understanding of TikTok’s policies, procedures, app features, and internal documents
• Own weekly calibration sessions with vendor partners to ensure consistent alignment of policy and process.
• Attend regular vendor delivered business reviews, track performance metrics, maintain organized records, and conduct conversations regarding recent trends.
• Work on AdHoc projects as requested by leadership and manage multiple responsibilities simultaneously.
• Travel expectation is 10-15% for this role

Minimum Qualifications

• 3+ years experience in Trust & Safety Operations Management & Leadership, Vendor Management, or equivalent industry experience
• Strong communication skills with the ability to pay close attention to detail, creating reports and maintaining documentation
• Strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes. You have the ability to gain trust and influence with limited direct authority.
• Able to work with minimal supervision, taking ownership of work and completing tasks in timely manner, while adapting rapidly to changing work environments, priorities and organizational needs
• Ability to identify gaps in existing processes/policies/procedures and efficiency gain through enhanced processes, policies and procedures
• Proficiency with data visualization tools that utilize query language (SQL, Tableau, etc)
• Advanced knowledge in Microsoft Office Suite (Excel, PowerPoint) G-Suite, (Sheets, Docs, Slides)
• Some travel between our Los Angeles and Mountain View offices

Preferred Qualifications

• 2+ years experience in a quality assurance management role
• Understanding of the broader landscape of new policy developments in media, tech, and the entertainment industries
• Proven experience successfully manipulating, processing, and extracting value from large and disconnected data sets.
• Experience in large scale operations working across or coordinating with multiple domains and business units.
• Experience providing a on-the-clock support for the internal stakeholders and global team(s)

Minimum Qualifications

• 3+ years experience in Trust & Safety Operations Management & Leadership, Vendor Management, or equivalent industry experience
• Strong communication skills with the ability to pay close attention to detail, creating reports and maintaining documentation
• Strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes. You have the ability to gain trust and influence with limited direct authority.
• Able to work with minimal supervision, taking ownership of work and completing tasks in timely manner, while adapting rapidly to changing work environments, priorities and organizational needs
• Ability to identify gaps in existing processes/policies/procedures and efficiency gain through enhanced processes, policies and procedures
• Proficiency with data visualization tools that utilize query language (SQL, Tableau, etc)
• Advanced knowledge in Microsoft Office Suite (Excel, PowerPoint) G Suite, (Sheets, Docs, Slides)
• Some travel between our Los Angeles and Mountain View offices

Preferred Qualifications

• 2+ years experience in a quality assurance management role
• Understanding of the broader landscape of new policy developments in media, tech, and the entertainment industries
• Proven experience successfully manipulating, processing, and extracting value from large and disconnected data sets.
• Experience in large scale operations working across or coordinating with multiple domains and business units.
• Experience providing a on-the-clock support for the internal stakeholders and global team(s)