Platform Governance Specialist - TikTok Platform Responsibilities, User Feedback Operations

About the Team The team is at the forefront of building and optimizing content safety systems. With a focus on optimising and advancing content safety, we leverage advanced large language models to enhance review efficiency, risk control, and user trust. Working closely with business and technical stakeholders, we deliver scalable solutions that keep pace with rapid global growth.

We are looking for a Senior Platform Governance Specialist to own and drive platform issue governance project for TnS (Trust & Safety) content safety platform & systems. This role focuses on transforming user feedback into structured, actionable insights to identify systemic platform issues, drive root cause analysis, and coordinate cross-functional solutions that continuously improve platform reliability and user experience.

In the longer term, this role will grow into the central owner of user feedback-driven governance across key TnS business lines (e.g., Video, Live), serving as the operational interface between platform users, business partners and product/engineering teams for continuous platform improvement.

What you will do:

• Own end-to-end platform issue governance across multiple business lines: from identifying systemic problems in user feedback, to root cause analysis, cross-functional remediation, and resolution tracking
• Drive product and engineering improvements by surfacing recurring pain points and product failure patterns, partnering with product and engineering teams to deliver lasting fixes
• Drive business and oncall process optimization by identifying workflow inefficiencies, collaborating with business teams and oncall teams to refine operational processes and enhance resolution quality
• Conduct periodic data analysis and reporting (biweekly/quarterly), quantifying issue trends, governance progress, and optimization outcomes for leadership and cross-functional stakeholders
• Partner with internal and external teams to promote technical knowledge transfer, build diagnostic tools and self-service solutions that improve issue interception rates
• Explore and apply AI tools and automation to enhance governance efficiency and analytical depth

Minimum Qualifications:

• Bachelor's degree or above, with 5+ years of relevant experience in platform operations, user operations, product operations, or technical program management
• 3+ years of data analysis experience; strong ability to extract insights from operational data and translate them into prioritized action plans
• Proven track record of driving cross-functional projects to completion, working with engineering, product, and business stakeholders
• Ability to understand technical concepts and communicate effectively with engineering teams on issue diagnosis and solution design
• Strong problem-solving and critical thinking skills; detail-oriented with a structured approach to complex issues
• Excellent stakeholder management and communication skills; comfortable operating in a fast-paced, globally distributed environment
• Self-driven with strong ownership and accountability; proactive in identifying problems and pushing for resolution

Preferred Qualifications:

• Experience in Trust & Safety, Content Moderation, or Platform Operations within internet/tech companies
• Experience with platform issue governance, incident management, or service reliability improvement
• Demonstrated experience using AI/automation tools to improve team or operational efficiency