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Head of Emergency Response, Trust

1 month ago


New York, New York, United States TikTok Full time
About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (USDS) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe.

Our Focus

Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained.

Why This Role Matters

This role is critical in overseeing a 24-hour operational team that manages sensitive and high-stakes situations involving emergency disclosure requests and other law enforcement interactions. These escalations involve life and death situations and require good judgment, thorough documentation, and thoughtful decision-making.

Responsibilities
  • Manage and oversee a 24-hour Emergency Response Team, ensuring seamless operations across multiple time zones and effective scheduling and staffing.
  • Foster a culture of growth and resilience within the team, focusing on mental health, stress management, and maintaining high performance standards.
  • Work closely with the team to identify operational challenges and tooling issues, driving remediation efforts to enhance efficiency and effectiveness.
  • Serve as a bridge between ERT and other departments, sharing insights and solutions that benefit the entire organization.
  • Make timely decisions in high-pressure situations while effectively communicating to legal partners and senior leadership, keeping them informed and engaged on key issues.
  • Analyze and navigate complex legal risks associated with emergency disclosures of private data, ensuring compliance with applicable laws and policies in alignment with the legal team.
  • Lead efforts to identify, assess, and act on imminent risks, conducting disclosures to law enforcement in accordance with company policies and legal requirements.
  • Develop strategies to detect and prevent fraudulent requests, ensuring the integrity of interactions with law enforcement and other external stakeholders.
  • Use data collection and analysis to identify trends, assess risks, and implement improvements to processes and team performance.
Qualifications
  • Bachelor's degree or equivalent experience in a related field and extensive experience in incident management, Trust and Safety, or investigative roles.
  • Demonstrated ability to lead cross-functional teams and drive collaboration across regions.
  • High level of integrity and discretion when handling sensitive information.
  • Technical aptitude for learning complex tools or systems required for daily operations.
  • Extensive experience in an operational role, with at least 2-4 years in a leadership position managing trust and safety teams or similar related field of work.
  • Strong understanding of legal risks related to emergency disclosures, including the handling of EDRs, subpoenas, court orders, and search warrants.
  • Proven ability to work effectively with legal, security, and other cross-functional teams to ensure compliance and manage risks.
  • Strong interpersonal skills with the ability to manage team dynamics, resolve conflicts, and foster a collaborative working environment.
Preferred Qualifications
  • Exceptional communication skills, both written and verbal, with the ability to articulate complex issues clearly and concisely.
  • A degree in law, criminal justice, or related field, or experience working in Trust and Safety with a focus on emergency response.
  • Familiarity with EU and US laws and regulations impacting Trust and Safety operations (COPPA, TERREG, etc).
  • Demonstrated success in managing 24/7 operational teams, including experience with scheduling, time zone management, and handling stress in high-stakes environments.
  • Familiarity with detecting and managing fraudulent law enforcement requests, ensuring accurate and secure processing.
  • Track record of challenging the status quo and driving forward-thinking changes that enhance team and company performance.
  • Experience using data analytics to drive decision-making and process improvements.
  • Excellent decision-making skills under pressure, with the ability to prioritize and act swiftly.
  • Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
  • Your resilience and commitment to self-care to manage the emotional demands of the role.