Rapid Response Lead, Americas

3 weeks ago

New York, United States TikTok Full time

Responsibilities
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.

**About the Team**:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As the Rapid Response Lead, AMS, you will exercise your familiarity with the market, quick thinking, and stakeholder management skills to resolve crises in a timely and appropriate manner. You will also be growing fellow Incident Managers on the team both in skills and domain expertise.

**Responsibilities**:

- Lead a high-performing team of Incident Managers who will be on the front line coordinating the response to major global Trust & Safety incidents and crisis;
- You'll lead the Americas escalation roadmap and prioritization;
- You'll investigate reported incidents across multiple internal and external channels for TikTok and respond to global partners inquiries; exhibiting grace when faced with high stakeholder pressure;
- You'll analyze incident trends, systems, and data to provide recommendations for process, policy, and product improvements;
- You'll tightly coordinate with global cross-functional teams including Public Policy, Legal, Product, and Engineering among others to respond to crises;
- You'll lead post-mortems for major Trust & Safety incidents.

**Qualifications**:
**Minimum Qualifications**:

- You have the ability to mentor and manage a team of diverse backgrounds and skillsets;
- You have the ability to work effectively under fast paced environment, strong interpersonal and communication skills to engage with different teams;
- You have the ability to translate action steps into a systematic process;
- You are aware of social media challenges and sensitivity to safety or regulatory issues.

**Preferred Qualifications**:

- You have previous experience working in a Trust & Safety environment or risk management would be advantageous;
- Quantitative skills, data-driven mindset, SQL or Excel skills a plus;
- You're passionate about helping the user community;
- Working proficiency in Spanish and Portuguese will be considered a plus, as part of the role will involve supporting the LATAM market.

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 Information
The base salary range for this position in the selected city is $106666 - $241200 annually.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

**Our time off and leave plans are**: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Suppl

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