OGS Specialist - LMO for Vietnamese Market at TikTok in Singapore

Role Overview

This position serves as a vital link between TikTok's Policy divisions and frontline operational teams, translating policy intentions into clear, scalable guidance and consistent processes. Responsibilities include managing operational knowledge bases, developing and standardizing SOPs, coordinating updates to policies, clarifying operational questions, and maintaining feedback loops to improve policies. Using insights from metrics, escalations, and user appeals, the role aims to identify gaps in execution and enhance decision-making consistency and risk control among frontline and BPO teams.

Key Responsibilities

• Translate complex policies into clear, practical operational workflows and decision frameworks for frontline teams.
• Develop, standardize, and oversee knowledge management systems and SOP documentation with clear governance and versioning controls.
• Utilize AI tools to boost the quality and efficiency of policy translation and operational material creation.
• Collaborate across teams including Policy, Product, Quality, and Regional Operations to ensure seamless execution of policy intentions.
• Analyze quality metrics, escalations, and appeals to uncover execution weaknesses and enhance guideline adherence.
• Support global program management by evaluating operational risks, coordinating updates, and facilitating consistent implementation internationally.
• Ensure global guidelines are adapted with attention to local cultural and regional nuances.

Minimum Qualifications

• Strong understanding of operational policies and governance frameworks.
• Experience with operational workflows, quality assurance, or policy enforcement execution (not just policy design).
• Proven ability to coordinate effectively across cross-functional teams including Policy, Operations, Product, and vendor management.
• Basic analytical skills for data structuring, issue identification, and clear escalation of insights.
• Familiarity with SOPs, process documentation, or workflow execution.
• Professional command of Vietnamese to support local market operations and policy enforcement.
• Professional proficiency in English for collaboration with global teams.

Preferred Qualifications

• Experience with policy enforcement and quality assurance workflows.
• Basic knowledge of process improvements, operational reporting tools such as dashboards and tracking of QA metrics.
• Background in fast-paced, high-volume operational environments.
• Exceptional attention to detail and ability to work within structured frameworks and guidelines.

About TikTok

TikTok is a leading platform for short-form mobile videos with a mission to inspire creativity and bring joy. Headquartered globally in Los Angeles and Singapore, TikTok has offices worldwide. The company values innovation, resilience, and a growth mindset to drive impactful solutions and meaningful breakthroughs for users and communities.

Diversity & Inclusion

TikTok is devoted to building an inclusive workplace where employees’ diverse skills and perspectives are celebrated. Committed to reflecting the global communities it serves, TikTok fosters an environment of belonging and values diverse voices to enhance creativity and joy across the platform and its culture.