Intake and Performance Operations Manager - USDS

About the role

The UDSD JV Trust & Safety Operations team is responsible for executing and overseeing day-to-day Human moderation activities. Our mission is to transform moderation from a labor-intensive process into a data-driven, system-powered operation that balances efficiency and accuracy, enabling TikTok to become the most trusted platform.

Responsibilities

• Lead intake and prioritization of operational pain points and business needs with the corresponding Lines of Business (LoBs), translating them into structured workstreams.
• Define planning frameworks, target logic, success measures, and performance baselines in partnership with Ops leadership and cross-functional stakeholders.
• Establish and run performance governance mechanisms, including review cadences, variance tracking, issue escalation, and action follow-through.
• Identify performance gaps, operational risks, and emerging business needs, converting them into clear recommendations and intervention plans.
• Drive alignment with the corresponding LoB leaders, Workforce Management (WFM), QA, Reporting & Insight, and other partners to ensure plans are executable.
• Embed both Operational Excellence and Automation thinking into planning and performance management by identifying opportunities to simplify workflows and improve scalability.

Qualifications

• Experience: 5 years (for Senior role) and 3 years (for Junior role) in operations, business planning, performance management, strategy & operations, or related operational leadership functions.
• Problem Structuring: Demonstrated ability to break down complex operational issues into clear problem statements, decision frameworks, and actionable priorities.
• Stakeholder Management: Proven ability to work across senior stakeholders (Ops leaders, WFM, QA, Product, Policy) and drive alignment on priorities and performance actions.
• Business Judgment: Strong judgment in prioritization, trade-off management, and distinguishing strategic opportunities from reactive or low-value requests.
• Communication: Ability to communicate clearly in leadership settings, presenting risks, decisions, and performance narratives in a structured way.

Preferred Qualifications

• Experience in Trust & Safety, large-scale operations, or high-growth platform environments

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

Job Information

• 【For Pay Transparency】Compensation Description (Annually): The base salary range for this position in the selected city is $96000 - $217023 annually. 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. 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).
• The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
• For Los Angeles County (unincorporated) Candidates: 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: 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and 3. Exercising sound judgment.