Scaled Operation Manager - TikTok LIVE

The PTE – Scaled Governance team is responsible for driving end-to-end business outcomes across TikTok LIVE, including ecosystem governance and monetization governance, while ensuring that governance measures effectively manage risks without compromising business growth or user experience.

As TikTok LIVE continues to grow and evolve, our scope has expanded beyond traditional governance operations to support a broader range of business initiatives, including agency governance, model solutions, and other cross-functional projects.

Our ambition is to become a centralized scaled operations function for TikTok LIVE, providing end-to-end operational solutions throughout the full project lifecycle. By leveraging both in-house expertise and Business Process Outsourcing (BPO) resources, we enable efficient, high-quality, and scalable operations that support evolving business needs.

We continuously strive to improve operational effectiveness and return on investment (ROI), striking the right balance between governance outcomes, operational costs, user experience, and sustainable business growth.

We are looking for a Scaled Governance Manager to join our Operation Excellence team within PTE – Scaled Governance.

In this role, you will drive quality governance initiatives across TikTok LIVE moderation operations, with a focus on identifying systemic quality risks, strengthening end-to-end governance effectiveness, and translating operational insights into actionable business improvements.

Beyond traditional quality monitoring, you will be expected to develop a holistic understanding of moderation workflows, content risks, and business dynamics, working closely with cross-functional partners to continuously improve governance outcomes while balancing risk management, user experience, and operational efficiency.

Responsibilities

• Market Governance & Business Insights
• Conduct comprehensive market-level analyses by integrating quality metrics, operational indicators, and ecosystem signals.
• Identify emerging risk patterns, structural quality issues, and market-specific improvement opportunities.
• Develop standardized analytical methodologies and governance reports to support business prioritization and decision-making.
• Evaluate the business impact of quality governance initiatives, including improvements in moderation effectiveness, risk management, and operational efficiency.
• Quality Governance & Continuous Improvement
• Develop and enhance quality governance frameworks to improve moderation accuracy, consistency, and overall operational effectiveness.
• Conduct comprehensive quality assessments, identify recurring error patterns, and perform root-cause analysis to uncover systemic quality issues.
• Translate quality findings into actionable improvement recommendations and collaborate with relevant stakeholders to drive sustainable resolutions.
• Monitor the effectiveness of quality governance initiatives and continuously refine quality management methodologies and processes.
• End-to-End Quality & Risk Insights
• Analyze moderation performance from an end-to-end perspective, considering content characteristics, operational workflows, risk signals, and quality outcomes.
• Identify potential quality risks and improvement opportunities by examining the relationships between moderation inputs, review processes, and enforcement outcomes.
• Develop a holistic understanding of market-specific content risks and ecosystem dynamics to support informed governance decisions.
• Partner with cross-functional teams to assess the quality implications of operational, workflow, and system changes, providing data-driven insights and recommendations.
• Evaluate quality performance in the broader business context, considering the balance between risk management, user experience, and operational efficiency.
• Cross-functional Collaboration & Governance Enablement
• Lead the partnership with BPO team leads across London and APAC to set quality expectations and hold vendors to one global standard.
• Facilitate cross-functional discussions to investigate complex quality issues, align on root causes, and coordinate improvement actions.
• Support the implementation of new moderation workflows and governance initiatives by assessing quality readiness and potential operational risks.
• Promote consistent governance standards and facilitate knowledge sharing across regional and functional teams.

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience in Business, Operations, or related equivalent practical experience
• 5+ years of experience in quality management or operational process improvement, including defining performance metrics, risk assessment and implementing measurable improvements.
• 5+ years of experience analyzing operational and quality data, identifying trends and performance gaps, and translating insights into actionable business recommendations.
• 5+ years of experience managing complex multi-stakeholder engagements.

Preferred Qualifications

• Experience in content safety, platform governance, risk management, or Trust & Safety operations at a global internet platform, particularly within live streaming or user-generated content environments.
• Experience partnering with Policy, Product, BPO Operations, or AI/LLM teams to improve moderation quality and support governance initiatives.
• Experience evaluating AI-assisted or automated moderation workflows, including their impact on quality, risk, and operational efficiency.
• Ability to grow in a collaborative, dynamic, and fluid work environment along with attention to detail.