Operation Guidelines & Standard Manager - Singapore - VSO

TikTok

Content auditing

Location

Singapore

Employment Type

Regular

Job Code

A167534

Responsibilities

About the role

The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.

Responsibilities

Team Leadership & Development: Lead, mentor, and develop a high-performing team of OGS Specialists, fostering strong execution, capability building, and operational excellence.
Strategic Policy Translation & Synthesis: Oversee the translation of complex policy intent into clear, scalable, and consistently applied operational workflows, guidelines, and decision-making frameworks across the Line of Business.
Knowledge Management & Framework Design: Drive the strategy for knowledge base management, SOP development, process documentation, and policy update cascades, ensuring clear governance, version control, and standardized operational frameworks.
AI Strategy & Innovation: Leverage AI capabilities to improve policy translation, optimize documentation quality, and enhance the efficiency and scalability of operational materials and workflows.
Cross-Functional Leadership: Partner with stakeholders across Policy, Product, Quality, and Regional Operations teams to align policy intent with operational execution and drive resolution on clarification needs and execution gaps.
Advanced Analytics & Data-Driven Optimization: Guide the team in using quality metrics, escalations, and user appeal trends to identify root causes, strengthen decision consistency, and drive strategic improvements to guidelines and processes.
Feedback Loop Management: Establish and manage structured feedback loops into Policy to ensure frontline insights, operational risks, and market realities are reflected in future guideline development.
Global Program Management: Lead policy and process change management by assessing risk, coordinating updates, and driving globally consistent yet locally applicable implementation across teams and markets.
Global/Cultural Nuance: Incorporate regional operational differences and cultural context into strategy, guideline design, and execution planning to support effective operations across diverse markets.

Qualifications

Minimum Qualification(s)

Demonstrate strong policy knowledge in the Ops functional domain and the ability to connect with operational governance, process strategy, or structured design
Have a good understanding of policy operationalization, process optimization, or large-scale operational transformation
Proven ability to lead & operate in cross-functional environments (Policy, Product, Engineering, Operations) through stakeholder management & collaboration
Strong analytical and structured thinking skills with the ability to translate ambiguity into system-level solutions

Preferred Qualification(s)

Demonstrable experience working within complex regional operating models
Prior experience in managing, mentoring, and developing a team of specialists in a fast-paced operational or policy environment.
Background in Trust & Safety, content management, or platform governance
Experience in policy framework design, operational transformation, or quality system design
Exposure to large-scale system optimization or cross-functional transformation programs

Job Information

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.

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.

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.

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.