Partnership Operation Manager, AI Data Service and Operations, Malaysia – Full-time

Responsibilities

About TikTok
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.

What will I be doing?
The AI Data Service and Operations (ADSO) team is responsible for providing safety and non-safety data annotation services and search operation services for all of the company’s international products, which can also help international products build their own data ecological security.

As a Partner Operation Manager, you will own the partner/vendor relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risks and mitigations proactively within the assigned sites and/or lines of businesses.

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.

This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Responsibilities
– You will be responsible for ensuring AI Data Labeling program/project is successful through strong service delivery of core SLAs/KPIs/goals (Productivity, Quality, Latency, Wellness, etc).
– You will be responsible for holding the partner/vendor site accountable and helping a set clear path towards operational excellence.
– You will be responsible for managing complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures.
– You will be responsible for ensuring adherence to budget and accurate financial accounting of vendor partner production, training, and other expenses.
– You will be responsible for platform housekeeping and Permission Management: Resources management to ensure resources accounts are good to use and remove for project start and end; Control the permission to platform, and solve queue permission issues, if any.
– You will be responsible for doing research on the market and language to better understand and manage specific projects.
– The ability to travel around 30% is required for this role.

Qualifications

Minimum Qualifications
1. Bachelor’s degree, or equivalent with minimum of 2 years of experience managing outsourced partner relationships along with people management experience
2. Proven ability in Operations Management along with experience in large-scale operations working across or coordinating with multiple domains and business units
3. Proven ability in Program Management, Large scale transformation project experience along with experience in managing multiple responsibilities simultaneously and effectively, and efficiently prioritizing and meeting deadlines
4. Proven experience in operational excellence and ability to focus on continuous improvement by re-engineering site-level processes as needed (i.e. wfm, floor management, workload prioritization, etc.)
5. Proven ability to articulate business performance and any remediation plans to an executive level.
6. Strong oral and written communication along with proven ability to influence skills to be able to navigate a global organization, influence stakeholders, and affect outcomes.

Preferred Qualifications
1. Experience in labeling / data annotation /AI data operations
2. Regional/global working experience
3. Prior working experience in a BPO / Social Media / Call center environment is an advantage.
4. You have the ability to think outside the box, multitask and work well under pressure, identify issues, and work to resolve them in partnership with business leaders
5. Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
6. Your resilience and commitment to self-care to manage the emotional demands of the role.

Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee’s journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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.