Head of Global Operations, Trust & Safety
TikTok.com
Office
Singapore, Singapore
Full Time
About the role
The Head of Operations is a key leadership role responsible for defining, executing, and scaling the global operational strategy across in-house and outsourced sites. This leader will oversee a global network of operational hubs and vendor partners, ensuring consistent delivery, operational resilience, and strategic alignment with business priorities.
This role combines strategic foresight, operational excellence, and cross-functional influence driving transformation across process, performance, and people dimensions. The successful candidate will serve as a key thought partner to senior leadership, championing innovation, automation, and efficiency to support Trust & Safety worldwide.
Responsibilities
Global Strategy & Leadership
- Define and lead the global operations strategy to ensure scalability, efficiency, and alignment with Trust & Safety and Customer Support objectives.
- Translate organizational priorities into operational roadmaps that optimize delivery models, workforce allocation, and vendor partnerships across all regions.
- Act as a trusted advisor to senior executives providing insights on operational trends, capacity planning, cost optimization, and risk management.
- Drive cross-regional harmonization of processes, KPIs, and governance frameworks to ensure global consistency.
- Champion innovation and automation in operations partnering with Product, Data, and AI teams to embed technology-driven efficiencies and predictive insights.
Operational Excellence & Performance
- Oversee global delivery performance across internal operations and outsourced partners, ensuring adherence to SLAs, quality, and customer satisfaction metrics.
- Establish a global governance structure including QBRs, performance scorecards, and executive dashboards to track efficiency, quality, and vendor ROI.
- Develop playbooks and best practices that enable rapid scaling and consistent execution across diverse operational sites.
- Lead crisis management and operational continuity planning to maintain business resilience and compliance in dynamic environments.
Vendor & Partner Ecosystem Management
- Own the global vendor strategy covering partner selection, commercial negotiation, performance management, and strategic transformation initiatives.
- Build long-term partnerships with BPO and technology vendors to enhance delivery capacity, agility, and innovation.
- Define and monitor vendor KPIs tied to cost efficiency, quality, compliance, and people engagement.
- Partner closely with Procurement, Finance, and Legal teams to ensure robust governance and contractual performance.
People Leadership & Organizational Development
- Lead and develop a high-performing global operations leadership team, fostering a culture of excellence, inclusivity, and data-driven accountability.
- Set a clear vision for leadership development, talent mobility, and organizational design to support evolving business needs.
- Create and nurture a strong feedback culture that encourages continuous learning, improvement, and ownership across all levels.
- Serve as a visible, empathetic leader connecting strategy to execution and inspiring teams across regions and time zones.
The Head of Operations is a key leadership role responsible for defining, executing, and scaling the global operational strategy across in-house and outsourced sites. This leader will oversee a global network of operational hubs and vendor partners, ensuring consistent delivery, operational resilience, and strategic alignment with business priorities.
This role combines strategic foresight, operational excellence, and cross-functional influence driving transformation across process, performance, and people dimensions. The successful candidate will serve as a key thought partner to senior leadership, championing innovation, automation, and efficiency to support Trust & Safety worldwide.
Responsibilities
Global Strategy & Leadership
- Define and lead the global operations strategy to ensure scalability, efficiency, and alignment with Trust & Safety and Customer Support objectives.
- Translate organizational priorities into operational roadmaps that optimize delivery models, workforce allocation, and vendor partnerships across all regions.
- Act as a trusted advisor to senior executives providing insights on operational trends, capacity planning, cost optimization, and risk management.
- Drive cross-regional harmonization of processes, KPIs, and governance frameworks to ensure global consistency.
- Champion innovation and automation in operations partnering with Product, Data, and AI teams to embed technology-driven efficiencies and predictive insights.
Operational Excellence & Performance
- Oversee global delivery performance across internal operations and outsourced partners, ensuring adherence to SLAs, quality, and customer satisfaction metrics.
- Establish a global governance structure including QBRs, performance scorecards, and executive dashboards to track efficiency, quality, and vendor ROI.
- Develop playbooks and best practices that enable rapid scaling and consistent execution across diverse operational sites.
- Lead crisis management and operational continuity planning to maintain business resilience and compliance in dynamic environments.
Vendor & Partner Ecosystem Management
- Own the global vendor strategy covering partner selection, commercial negotiation, performance management, and strategic transformation initiatives.
- Build long-term partnerships with BPO and technology vendors to enhance delivery capacity, agility, and innovation.
- Define and monitor vendor KPIs tied to cost efficiency, quality, compliance, and people engagement.
- Partner closely with Procurement, Finance, and Legal teams to ensure robust governance and contractual performance.
People Leadership & Organizational Development
- Lead and develop a high-performing global operations leadership team, fostering a culture of excellence, inclusivity, and data-driven accountability.
- Set a clear vision for leadership development, talent mobility, and organizational design to support evolving business needs.
- Create and nurture a strong feedback culture that encourages continuous learning, improvement, and ownership across all levels.
- Serve as a visible, empathetic leader connecting strategy to execution and inspiring teams across regions and time zones.
Head of Global Operations, Trust & Safety
Office
Singapore, Singapore
Full Time
October 9, 2025