Incident Manager, Trust & Safety

Responsibilities
About the Team
The Rapid Response team quickly and efficiently investigates and contains high-risk community guidelines related incidents and crises that directly impact our community and the company. We protect the TikTok community by rapidly resolving high-risk incidents with the utilization of specialized tools, policies, and tactics. We are responsible for crisis management and incident management. We aim not just to address issues but to identify emerging risks and prevent them from spreading by advocating for proactive solutions. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents. This role will be based in Singapore.

Responsibilities

• Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries; this could be a time-sensitive response to a media inquiry or a trending challenge that may pose harm to our community.
• Coordinate and drive strong collaboration across various global cross-functional teams including Public Policy, Comms, Legal, Product and Engineering, among others to handle and respond to crisis.
• Analyse incident trends, systems and data to develop improvements to the overall incident processes and drive improvements across process, policy and product.
• Be comfortable, methodical, able to work effectively and calmly during high-pressure situations.
• Be flexible with global working hours and operating on certain weekends.

Qualifications
Minimum Qualifications

• Bachelor's degree and 5+ years experience in Incident, Risk, Investigations, Escalations or Crisis Management roles.
• Strong interpersonal and communication skills to engage with different teams.
• Strong investigative skills and able to operate with autonomy.
• Knowledge of social media challenges and sensitivity to safety or regulatory issues.

Preferred Qualifications

• Previous experience working in a Trust & Safety, public protection, law enforcement or risk management.
• Quantitative skills, data-driven mindset, SQL or Excel skills a plus.
• Fluency in Bahasa Indonesia or Thai would be advantageous.
• Your ability to work in a high tempo environment, adapt, and respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.