Program Manager (Oncall Escalation), Trust & Safety

Written by the T&S Network from TikTok's posting.

Designs and runs the escalation management system for on-call Trust & Safety incident response across lines of business. The role owns governance, workflows, metrics, tooling and continuous improvement so that escalations are handled on time and consistently. The posting places it within an operations team that turns business demands into system and workflow solutions for operations teams.

What you'd do

• Define the on-call strategy, operating model, SOPs, SLAs and decision frameworks
• Set clear ownership, decision rights and escalation standards across regions and functions
• Build structured RCA and risk management processes to find policy, tooling and operations gaps
• Push preventive fixes that cut down on repeat escalations
• Use metrics, automation and data to improve on-call efficiency, quality and cost
• Coordinate cross-functional stakeholders as the central point for escalation communication

What it asks for

• Three or more years in T&S, incident management, operations or program management
• Hands-on history standing up escalation or incident systems from nothing
• Strong analytical skills with metrics design and data-driven decision making
• Experience working with cross-functional teams and stakeholders around the world
• Trust & Safety, risk or integrity domain experience (preferred)
• Familiarity with SRE or incident management tools such as PagerDuty or ServiceNow (preferred)
• Experience managing BPO or vendor operations (preferred)

Worth knowing

• On-call escalation role

Terms in this role

BPO.

Business process outsourcing: a vendor that runs work such as content review for client platforms.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on TikToknorth_east before you apply. If we got something wrong, report this listing.