Moderation Operations Lead

Role overview

Responsibilities

• Own the efficiency, accuracy, and cost of TikTok Shop human-based moderation operations.
• Oversee moderation enforcement for TikTok Shop content, creators, and product listings.
• Establish operational frameworks and manage remote BPO vendors against performance targets.
• Lead internal operations and quality teams to ensure vendors deliver consistent results.
• Guide moderation teams and align internal and external teams on governance policies.
• Use operational data to identify improvement opportunities for policies, tools, and systems.
• Build AI-based solutions to train, coach, and upskill moderators.
• Maintain staffing and contingency plans across normal, seasonal, and peak periods.
• Collaborate with and influence cross-functional partners.

Minimum qualifications

• At least 5 years of BPO vendor management experience, including at least 2 years leading teams in a high-growth technology environment.
• Experience managing mid-to-large-scale operational or technical teams.
• Strong understanding of AI concepts and their application to daily operations.
• Strong leadership ability and comfort working in ambiguity and matrixed environments.
• Proficiency in using data for insights and decisions, including root cause analysis.

Preferred qualifications

• Experience in a highly regulated environment such as USDS, government, finance, or highly audited technology.
• Deep knowledge of U.S. e-commerce marketplaces, seller fraud, and consumer protection.
• Experience implementing automated workflows or LLM agents to improve efficiency.
• Ability to build operational mechanisms from scratch in a fast-paced environment.

Compensation

• The annual base salary range for the selected city is $139,650 to $256,500.
• Additional discretionary bonuses, incentives, and restricted stock units may be available.
• Benefits may include medical, dental, vision, retirement matching, paid leave, disability coverage, life insurance, and wellbeing benefits.

Workplace

• The company is shifting from a hybrid work model to a fully in-person schedule of up to five days per week.

About USDS