Head of SOP (Human + AI) & AI QA - Customer Support

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis. ​

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TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining. ​

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We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.​

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​

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.​

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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.​

Job highlights

Positive team atmosphere, Career growth opportunity

About the team TikTok's Customer Support team is committed to delivering industry-leading support for our global user and creator community.

About the role

This senior leadership role owns end-to-end governance for all standard operating procedures (human agent and AI automation workflows) and AI quality assurance operations. The role holder will lead the full SOP team (Human and AI) and AI QA organization, setting strategic direction, driving operational excellence, and overseeing our "AI-Powered Automation First" transformation while maintaining alignment with global Trust & Safety policies and service excellence standards

Responsibilities

Strategic Leadership & Governance

- Define and execute the vision, operating model, roadmap, and success metrics for Human SOP, AI SOP, and AI QA functions.

- Lead and develop team leaders, driving organizational capability, performance, and talent development.

- Establish governance, prioritization, and resource allocation frameworks aligned with business and customer experience objectives.

Operational Standards & AI Enablement

- Own the end-to-end governance of customer support standards across both human and AI-supported operations.

- Ensure alignment between SOP requirements, human workflows, AI SOPs, and customer experience objectives.

- Partner with Product, Support Functions, and Operations teams to scale AI-powered support capabilities and drive continuous operational improvement.

Quality, Risk & Continuous Improvement

- Establish quality frameworks and performance standards for AI-supported customer interactions.

- Drive data-driven improvements through quality insights, workflow optimization, and AI performance monitoring.

- Ensure compliance with regulatory, privacy, and company policy requirements while proactively managing operational and AI-related risks.

Stakeholder Management

- Serve as the senior point of accountability for SOP and AI quality outcomes.

- Build strong partnerships across Customer Support teams, Trust & Safety, Product, and Operations teams to align priorities and drive execution.

Qualifications

Minimum Qualifications

- 5+ years of people leadership experience in customer service or operations management, leading multiple cross-functional teams or functional streams across customer support operations, process improvement, or quality assurance.

- Proven experience designing, implementing, and maintaining Standard Operating Procedures (SOPs) for large-scale global operations

- Demonstrated experience working with AI-enabled customer service tools (chatbots, RPA, agent assist, automation workflows) and leading AI automation initiatives

- Strong analytical mindset with experience using data to identify trends, mitigate risks, and drive end-to-end process improvements

- Experience working in global, cross-regional teams with diverse stakeholders

Preferred Qualifications

- Excellent cross-functional communication, stakeholder management, and executive presentation skills

- Ability to make independent decisions and prioritize tasks in fast-paced, dynamic environments