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Incident Manager, Rapid Response, EMEA

4 months ago

Dublin, Dublin City, Ireland TikTok Full time
About the team
:
Our Trust & Safety team's commitment is to keep our online community safe.

We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations.

As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents.

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.

Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

What will I be doing?- Incident Response: Lead the development and execution of a comprehensive crisis management plan for trust and safety incidents, ensuring a swift and effective response to emerging threats or challenges.

- Maintain Composure in High-

Pressure Situations:
Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast and effective crisis management

  • Crossfunctional Collaboration:
Collaborate with Trust and Safety, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies

  • Content Policy Compliance:
Ensure that crisis responses align with the company's content policies and guidelines, working to maintain a safe and positive user experience

  • Risk Assessment:
Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response- Post-

Incident Analysis:

Lead post-incident evaluations to assess the effectiveness of the trust and safety crisis response, identify areas for improvement, and implement changes to enhance future efforts.

- Be flexible with global working hours and operating on certain weekends

Minimum Qualifications:

  • Bachelor's degree and preferably 5+ years experience in Incident, Risk or Crisis Management roles
  • Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams
  • Knowledge of social media challenges and sensitivity to safety or regulatory issues
  • Quantitative skills, a data driven mindset
  • English proficiency is required along with complete fluency in Arabic, Russian, French, Spanish, Italian or Portuguese; review and translation will be required

Preferred Qualifications:

  • SQL skills 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.