About this role
The Head of Operational Efficiency is responsible for driving scale, standardization, execution quality, and cost efficiency across TikTok’s Content Operations function. This role involves leading the operating model, process excellence, capacity planning, and OKR governance that enables the platform to manage content growth priorities while maintaining accuracy, speed, and efficiency.
This leader partners closely with Content Verticals, Regional Operations, PGC Product, Engineering, Data Science, and other XFN teams to ensure operations are data-driven, future-proofed, and continuously improving.
Responsibilities:
- Define and execute the long-term operational efficiency strategy for Content Operations globally
- Design scalable operating models to support rapid growth in content volume, markets, and policy complexity
- Balance quality, speed, cost, and risk in decision-making
- Own end-to-end process design, optimization, and documentation across moderation, appeals, escalations, and special handling flows
- Introduce Lean / Six Sigma / operational excellence methodologies to reduce waste, rework, and latency
- Lead continuous improvement programs with measurable efficiency and quality gains
- Own global capacity planning, forecasting, and workload modeling
- Support budget and ROI processes
- Lead coordination of the annual and quarterly OKR planning cycle and reporting
- Define and own core operational efficiency KPIs (e.g., cost per decision, handle time, automation rate)
- Build and lead a high-performing team of Operations Program Managers
- Set a strong culture of ownership, accountability, and data-driven decision-making
- Mentor future operations leaders
This leader partners closely with Content Verticals, Regional Operations, PGC Product, Engineering, Data Science, and other XFN teams to ensure operations are data-driven, future-proofed, and continuously improving.
Responsibilities:
- Define and execute the long-term operational efficiency strategy for Content Operations globally
- Design scalable operating models to support rapid growth in content volume, markets, and policy complexity
- Balance quality, speed, cost, and risk in decision-making
- Own end-to-end process design, optimization, and documentation across moderation, appeals, escalations, and special handling flows
- Introduce Lean / Six Sigma / operational excellence methodologies to reduce waste, rework, and latency
- Lead continuous improvement programs with measurable efficiency and quality gains
- Own global capacity planning, forecasting, and workload modeling
- Support budget and ROI processes
- Lead coordination of the annual and quarterly OKR planning cycle and reporting
- Define and own core operational efficiency KPIs (e.g., cost per decision, handle time, automation rate)
- Build and lead a high-performing team of Operations Program Managers
- Set a strong culture of ownership, accountability, and data-driven decision-making
- Mentor future operations leaders