Responsibilities

　　About Us

　　TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

　　Why Join Us

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

　　At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

　　TikTok's SMB Quality team is responsible for creating tailored quality programs for different lines of businesses, Account Management, Strategic Sales, Client Services, and multiple support channels, Email, Phone, and Chat. In addition, our team governs and optimizes these quality programs, leverages quality insight to provide critical process improvement and business recommendations, and performs day-to-day client interaction quality auditing. Our goal is to enable the larger organization to create genuine and authentic client experiences and unlock revenue.

　　We're looking for an experienced leader with a passion for leading organizational change and utilizes a quality-first mindset in all that they do. This individual will assist Quality Program Managers in designing quality program scorecards, governance models and influence cross-functional partners to support key Quality initiatives across internal teams and external vendors. Additionally, they will be an informative regional leader and manage a Quality Team Leader responsible for Quality Specialists who audit client interactions and synthesize quality data.

　　Responsibilities

　　1. Develop, mentor, and lead a team of regional Quality Program Managers and a Quality Team Lead managing Quality Specialists to support business partners for key quality outcomes.

　　2. Align on strategic initiatives with Regional Quality Managers in NA and APAC.

　　3. Be a Global Quality Program vertical owner, aligning to global initiatives for Account Management, Scaled Business Sales, or Client Services.

　　4. Influence cross-functional partnerships in Global Business Process, Data Insights, and Product to support Quality's vision and strategy.

　　5. Perform regional Quality Business Reviews with focuses on actions, wins, and opportunities.

　　6. Build a reputable team and be an optimistic, active voice for Global Quality.

　　7. Be a sounding board and guide when developing programs, building quality operational processes and managing teams.

　　Qualifications

　　- 5+ years working experience on a quality management role in a major tech or media company, ads or content safety-related experience is a plus;

　　- 2+ years managing teams in quality, process improvement or program management;

　　- Must have demonstrated experience developing programs that impact large-scale organizations;

　　- Fluent English (both written and spoken)

　　- Deep understanding of quality control whole lifecycle management;

　　- Excellent facilitation skill to drive for alignment and agreement;

　　- Strong attention to detail and ability to work independently;

　　- Demonstrate good judgment, training, and management skill;

　　- Experience working with Vendors;

　　- COPC experience is a plus but not needed;

　　- Six Sigma experience is a plus but not needed.

　　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.