Responsibilities
Team Introduction
Safety Model Operations (SMO) is a dedicated organization that provides end-to-end support for AI Moderation services across a wide range of international products. Our core function is to deliver high-quality labeling, evaluation, and safety-related data services that help ensure AI systems operate responsibly, accurately, and in alignment with product requirements.

As AI Moderation needs grew in scale and complexity, these projects were consolidated into a standalone department —Safety Model Operations— to enable sharper operational focus, stronger governance, and more specialized expertise. Becoming an independent department allowed SMO to streamline workflows, centralize decision-making, scale delivery capabilities, and build deeper specialization in AI safety, quality processes and AI moderation

The SMO Delivery Team plays a critical role in the organization. Its primary responsibility is to carry out the full spectrum of quality assurance activities for each project. This includes:
- Conducting detailed reviews and complex RCA's to ensure labeling accuracy and consistency
- Monitoring quality performance and compliance against project-specific KPIs
- Identifying trends, risks, and potential gaps in processes or guidelines
- Providing structured feedback and improvement recommendations to the Central Project Team
- Supporting continual optimization of workflows, tools, and evaluation methodologies
- Improve Model performance of AI models

Through these functions, the SMO Delivery Team helps maintain high operational standards and drives continuous improvement across all AI Moderation initiatives. The team's insights play a key role in enhancing model performance, refining guidelines, and ensuring overall excellence in project execution.

Objective of the Role
- Grow and scale large operational teams through effective development and performance management mechanisms.
- Manage and coach team leads at varying experience levels to ensure consistent operational excellence.
- Strengthen stakeholder relationships and continually improve response times and service delivery.
- Design, implement, and refine service standards, operational procedures, and best practices.
- Drive continuous improvement by updating service methods and optimizing workflows to enhance efficiency and internal capacity.
- Prepare and deliver regular operational and performance reports to senior leadership.
- Monitor staffing needs and lead recruitment efforts to support scaling requirements.
- Develop and oversee problem-management frameworks and service-improvement initiatives.

Responsibilities
- Lead, motivate, and support large, fast-paced operational teams, ensuring high-quality delivery, timely issue resolution, and employee development.
- Set clear expectations and oversee performance through planning, monitoring, appraisals, and continuous feedback.
- Manage data collection and reporting to meet productivity targets, reduce unit cost, eliminate errors, and deliver exceptional customer experience.
- Collaborate cross-functionally with product, engineering, policy, and operations teams to enhance proprietary tools, systems, and workflows.
- Foster a feedback-driven culture focused on continuous improvement and operational excellence.
- Create, maintain, and oversee training and knowledge-management programs, including onboarding, enablement metrics, and training effectiveness.
- Partner closely with Legal, Safety, and Compliance teams to ensure adherence to regulatory and internal standards.
- Identify, escalate, and resolve issues of medium complexity, removing operational barriers and driving stakeholder alignment.

Qualifications
Minimum Qualifications:
- Minimum 3 years of leadership experience managing managers, ideally in Trust & Safety, Tech Operations, or a related domain, with the ability to lead, motivate, and scale high-performing teams.
- Strong communication and stakeholder management skills, with the ability to influence and collaborate effectively across cross-functional teams in fast-paced environments.
- Proven capability in strategy development, project prioritization, and operational execution, delivering high-quality outcomes under tight timelines and evolving business needs.
- Strong analytical and problem-solving skills, with the ability to interpret complex operational data, extract insights, and support data-driven decision making.
- Experience using data tools for operational analysis, including SQL (or similar querying tools) and data visualization platforms such as Power BI to monitor performance and quality metrics.
- Understanding of machine learning and data annotation workflows, including annotation accuracy, QA metrics, model evaluation, and feedback loops to continuously improve model performance.
- Experience managing operational resources, including headcount, budgets, and workforce planning.

Preferred Qualifications
- Bachelor's degree in business, management, operations, or a related field.
- Demonstrated experience building, scaling, and developing large teams in a high-growth or fast-paced environment.
- Experience working cross-functionally in a highly matrixed, global organization and with external partners.

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.

Group Leader - Safety Model Operations, APAC