Global Operations

Operational Guidelines & Standards Specialist, Trust & Safety - San Jose

Location
:

San Jose

Employment Type
:

Regular

Job Code
:

A27862A

Responsibilities

About the Team
The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.

What will I be doing?
You will act as the operational bridge between Policy and frontline execution, translating Policy intent into clear, scalable and consistently applied operational excellence. You will own operations knowledge base management, SOP/process documentation, policy update processes, operational clarification handling, and structured feedback loops into Policy. You will also use insights from quality metrics, escalations and user appeals to identify execution gaps, improve decision consistency, and strengthen risk control across frontline and BPO teams.

Responsibilities

• Policy Translation & Synthesis: Translate complex policies into clear, actionable, and scalable operational workflows, guidelines, and decision-making frameworks for frontline operations teams.
• Knowledge Management & SOP Design: Build, standardize, and maintain knowledge management systems, SOPs, and key operational documentation with clear governance and version control.
• AI Leverage Capability: Leverage AI tools to enhance policy translation, improve documentation quality, and streamline the creation of operational materials.
• Cross-Functional Stakeholder Management: Collaborate with Policy, Product, Quality, and Regional Operations teams to bridge policy intent and operational execution.
• Analytical Thinking & Data-Driven Problem Solving: Review quality metrics, escalations, and appeals data to identify execution gaps, uncover root causes, and improve guideline consistency.
• Global Program Management: Support policy and process change management by assessing operational risk, coordinating updates, and driving consistent implementation across markets.
• Global/Cultural Nuance: Apply regional and cultural context to ensure global guidelines are operationally effective and locally relevant.

Qualifications

Minimum Qualification(s):

• 1+ years of experience in Policy, Trust & Safety, Operations, Quality, or Process support roles
• Demonstrate strong policy knowledge in the Ops functional domain & able to connect with operational governance/process.
• Exposure to operational workflows, QA processes, or policy execution activities (execution-focused, not design ownership)
• Proven ability to support cross-functional coordination (Policy, Ops, Product, or vendor teams)
• Basic analytical skills with the ability to structure data, identify issues, and escalate insights clearly
• Familiarity with standard operating procedures (SOPs), process documentation, or workflow execution
• Professional proficiency in English is required for cross-functional collaboration with global stakeholders.

Preferred Qualification(s):

• Exposure to policy enforcement workflows or quality assurance processes
• Basic understanding of process improvement or operational reporting (dashboards, tracking, QA metrics)
• Experience working in fast-paced, high-volume operational environments
• Strong attention to detail with the ability to follow structured frameworks and guidelines

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $70304 - $136000 annually.

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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

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Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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For Los Angeles County (unincorporated) Candidates:
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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

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1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

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2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

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3. Exercising sound judgment.

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Trust & Safety

Content that this role interacts with includes 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. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

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TikTok recognises that keeping our platform safe for the 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.

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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.

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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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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.

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TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at

https://tinyurl.com/RA-request