Reporting & Insights Lead, Global Safety & Support, Singapore

About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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 Trust & Safety
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

About the team
As the Reporting & Insights Lead, you will manage a team that provides operational reporting and insights analysis of the Creator and User support experience. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.
As a key member of the Global Safety & Support team, you will work to deepen our understanding of the content and creator landscape and their experience on the platform to help drive user, content, and creator growth. You will use this understanding and insight to influence the strategy with Product and T&S stakeholders while supporting the broader Customer Service Operations teams in operational health and performance measurement. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast-paced environment.

Responsibilities
What will I be doing?

1. Lead a high-performing team of data and reporting analysts, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support customer services through operational reporting and user insights analysis.
2. Lead the team to conduct robust analysis of OPS metrics, identify possible improvement and optimization areas with strong analytical skills and strong business knowledge.
3. Support the development of measurement goals and benchmarks for Customer Service operations, helping GSS and partner teams to connect the work they're doing to measurable goals and to inform planning.
4. Influence and develop standardized reporting processes and act as a spokesperson for GSS in collaborative business groups.