Incident Manager, Rapid Response, REECA

4 days ago

Dublin, Dublin City, Ireland TikTok Full time
Incident Manager, Rapid Response, REECA - Trust & Safety

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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. This may occur in the form of 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.

What will I be doing?

  1. 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.
  2. Maintain Composure in High-Pressure Situations: Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast and effective crisis management.
  3. Cross-functional Collaboration: Collaborate with Trust and Safety, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies.
  4. 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.
  5. Risk Assessment: Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response.
  6. 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.
  7. Be flexible with global working hours and operating on certain weekends.
Qualifications
Minimum Qualifications:
  1. Bachelor's degree and preferably 3-5 years experience in Incident, Risk or Crisis Management roles.
  2. Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams.
  3. Knowledge of social media challenges and sensitivity to safety or regulatory issues.
  4. Quantitative skills, a data driven mindset.
  5. English proficiency is required along with complete fluency in Russian; review and translation will be required.
  6. Regional understanding of REECA region.
Preferred Qualifications:
  1. SQL skills.

Trust & Safety recognizes 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.

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.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries
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