Operation Guidelines & Standard Specialist

Role Overview

This specialist will serve as the critical link between policy formulation and its practical application at the frontline, ensuring operational excellence through clear, adaptable, and consistently applied guidelines. The role encompasses managing the operations knowledge repository, maintaining SOP and process documentation, guiding policy update procedures, clarifying operational queries, and channeling structured feedback to policy teams. It involves leveraging quality data, escalations, and appeals to pinpoint execution inconsistencies, refining decision-making uniformity, and enhancing risk controls across frontline and BPO groups.

Key Responsibilities

• Convert complex policies into practical, scalable operational workflows and decision frameworks for frontline teams.
• Develop and uphold knowledge management systems, SOPs, and essential operational documents with stringent governance and versioning protocols.
• Harness AI technologies to improve policy translation, elevate documentation standards, and expedite operational material creation.
• Collaborate cross-functionally with Policy, Product, Quality, and Regional Operations teams to align policy intent with operational execution.
• Utilize analytical skills to assess quality metrics, escalations, and appeals data to detect operational gaps and enhance guideline consistency.
• Manage global policy and process change by evaluating operational risks, coordinating timely updates, and ensuring unified execution across various markets.
• Incorporate global and cultural considerations to guarantee operational guidelines are effective locally and globally relevant.

Qualifications

• Strong knowledge of Operations domain policies with ability to integrate operational governance and processes.
• Experience with operational workflows, quality assurance processes, or policy execution (focused on implementation rather than design).
• Proven aptitude in supporting cross-departmental collaboration involving Policy, Operations, Product, or third-party vendors.
• Fundamental analytical capabilities to organize data, identify issues, and present insights clearly for escalation.
• Familiarity with SOP creation, process documentation, and workflow enforcement.
• Preferred: Familiarity with policy enforcement workflows and quality assurance mechanisms.
• Basic comprehension of process improvements and operational reporting, including dashboards and QA metrics.
• Experience thriving in fast-paced, high-volume operational settings.
• Excellent attention to detail with the ability to adhere to structured procedures and frameworks.

Trust & Safety Considerations

This role involves frequent exposure to sensitive content such as images, videos, and text that may cover bullying, hate speech, child safety issues, and depictions of self-harm or harm to others and animals. Applicants should be aware of the potential psychological and emotional demands stemming from interacting with such content daily.

The company is dedicated to supporting employee wellbeing by providing comprehensive evidence-based programs promoting physical and mental health, fostering a person-centered, innovative, and integrated approach in collaboration with its employees.

About TikTok

TikTok stands as the premier platform for short-form mobile video, aiming to ignite creativity and spread joy worldwide. Its global headquarters are in Los Angeles and Singapore, with additional offices across major cities such as New York, London, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Work With Us

The company values curiosity, humility, resilience, and teamwork in driving innovation in a rapidly expanding tech environment. Employees are encouraged to view challenges as opportunities for learning and advancing together in an inclusive and dynamic culture.

Diversity & Inclusion

Committed to a diverse and inclusive workspace, the organization celebrates varied experiences and perspectives, reflecting the global community it serves. This commitment extends to fostering an environment where all voices are valued and creativity thrives.