Local Services, Governance Operations - USDS
Apply NowCompany: TikTok
Location: Los Angeles, CA 90011
Description:
Responsibilities
Team Introduction
Location based Services (LBS) team is responsible for location-based database and services, to support application scenarios e.g. TikTok, Lemon8. The objective is to help businesses to better connect users with real world places and services, to solve their unmet needs, meanwhile, to grow local business.
Responsibilities
Governance:
1. Case Checks and Risk Investigation: Conduct case checks and investigations on US creators and users; evaluate their flagged content and behavior, and propose appropriate policy responses and mitigation plans
2. Penalty and Strategy Enforcement: Take necessary action and enforce penalties on US creators and users to mitigate further risk or malicious actions
3. Risk Discovery & Feedback Loops: Put in place SOPs and processes for proactive and reactive risk discovery and feedback loops. Uncover new risks and issues that certain US creators and users may bring to the Local Services ecosystem
4. Issue Investigation & Mitigation: Investigate issues and conduct Root Cause Analyses (RCAs) to identify and categorize them as either product/tech, processes, or policy issues, and dive into where mitigation plans or strategies were insufficient to contain risks or discover new risks
Operations:
1. BPO Relationship and Daily Management: Oversee and establish relationships with Business Process Outsourcing (BPO) vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements
2. BPO Performance Tracking and Improvement Plans: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)
3. Quality Checks and Training BPO: Conduct performance quality checks; develop required training materials, processes, SOPs, and ensure that BPOs are able to onboard and deliver on project requirements. Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner
4. Project Requirements Collection & Alignment: Collect, evaluate and manage project requirements from various internal stakeholders, such as Labeling, Enforcement, Moderation, Service functions. Align on and deliver project plans to meet overall requirements
5. BPO Contractual Management and Settlement: Evaluate and onboard potential BPO vendors, and manage contracts with them (if needed). Implement billing/settlement terms with BPO vendors and ensure they meet their contractual obligations
Qualifications
Minimum Qualifications:
- Bachelor's degree or above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or other related fields
- Understanding of content and actor-level case investigation, RCAs, ecosystem risks, and penalty levers to mitigate risks
- Exceptional data interpretation and analysis skills
- 3 or more years of demonstrated experience in a role involving risk or BPO operations, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries
- In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices
- Excellent report-writing and presentation skills; ability to synthesize research, perform analyses, and present outcomes and recommendations in a legible and structured written format to management and stakeholders
Preferred Qualifications:
- Proficiency in utilizing querying and analytical tools (e.g. SQL, Python) and conducting data analysis is a plus
- Proven track record in end-to-end BPO management, including BPO selection, workforce planning, budgeting, negotiations, and contract management
Team Introduction
Location based Services (LBS) team is responsible for location-based database and services, to support application scenarios e.g. TikTok, Lemon8. The objective is to help businesses to better connect users with real world places and services, to solve their unmet needs, meanwhile, to grow local business.
Responsibilities
Governance:
1. Case Checks and Risk Investigation: Conduct case checks and investigations on US creators and users; evaluate their flagged content and behavior, and propose appropriate policy responses and mitigation plans
2. Penalty and Strategy Enforcement: Take necessary action and enforce penalties on US creators and users to mitigate further risk or malicious actions
3. Risk Discovery & Feedback Loops: Put in place SOPs and processes for proactive and reactive risk discovery and feedback loops. Uncover new risks and issues that certain US creators and users may bring to the Local Services ecosystem
4. Issue Investigation & Mitigation: Investigate issues and conduct Root Cause Analyses (RCAs) to identify and categorize them as either product/tech, processes, or policy issues, and dive into where mitigation plans or strategies were insufficient to contain risks or discover new risks
Operations:
1. BPO Relationship and Daily Management: Oversee and establish relationships with Business Process Outsourcing (BPO) vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements
2. BPO Performance Tracking and Improvement Plans: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)
3. Quality Checks and Training BPO: Conduct performance quality checks; develop required training materials, processes, SOPs, and ensure that BPOs are able to onboard and deliver on project requirements. Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner
4. Project Requirements Collection & Alignment: Collect, evaluate and manage project requirements from various internal stakeholders, such as Labeling, Enforcement, Moderation, Service functions. Align on and deliver project plans to meet overall requirements
5. BPO Contractual Management and Settlement: Evaluate and onboard potential BPO vendors, and manage contracts with them (if needed). Implement billing/settlement terms with BPO vendors and ensure they meet their contractual obligations
Qualifications
Minimum Qualifications:
- Bachelor's degree or above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or other related fields
- Understanding of content and actor-level case investigation, RCAs, ecosystem risks, and penalty levers to mitigate risks
- Exceptional data interpretation and analysis skills
- 3 or more years of demonstrated experience in a role involving risk or BPO operations, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries
- In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices
- Excellent report-writing and presentation skills; ability to synthesize research, perform analyses, and present outcomes and recommendations in a legible and structured written format to management and stakeholders
Preferred Qualifications:
- Proficiency in utilizing querying and analytical tools (e.g. SQL, Python) and conducting data analysis is a plus
- Proven track record in end-to-end BPO management, including BPO selection, workforce planning, budgeting, negotiations, and contract management