Open to opportunities

ismail fahid

@ismailfahid

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Operations Leader with expertise in Trust & Safety programs.

Morocco

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What I'm looking for

I am looking for opportunities that foster growth, innovation, and a collaborative culture.

I am an Operations Leader with over 6 years of experience in scaling TikTok’s Trust & Safety programs. My journey has taken me from hands-on moderation to directing teams of over 75 agents across EMEA. I have recently focused on strategic industry research and operational upskilling, especially following sector-wide restructuring. My expertise lies in governance frameworks, workflow optimization, and cross-functional leadership, where I have successfully delivered a 36% increase in SLA compliance and a 15% reduction in errors through data-driven process improvements.

Throughout my career, I have cultivated a high-performance, inclusive culture that has significantly increased employee engagement scores. I have managed and coached operational leads, resulting in a top 5 regional ranking across multiple quality and efficiency metrics. My role as the primary liaison between Trust & Safety leadership and cross-functional teams has allowed me to ensure proactive communication of risks and strategic updates, ultimately building resilient, user-centric safety operations.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Lead, Trust & Safety Operations

Current

TikTok

Jul 2022 - Present (3 years)

Managed and coached a team of 5+ operational leads overseeing 75+ agents, resulting in improved team performance — ranked top 5 in EMEA across multiple quality and efficiency metrics — and an internal promotion rate of 17%. Increased SLA compliance by 36% and reduced error rates by 15% through enhanced QA processes and targeted coaching initiatives.

Process Improvement Project Management Risk Management Conflict Resolution Leadership Stakeholder Engagement Incident Management Change Management

Team Leader Trust & Safety

TikTok

Nov 2019 - Present (5 years 8 months)

Led a team of 35 agents, improving moderation efficiency and consistently meeting key targets for content accuracy and turnaround time. Strengthened team collaboration and ownership by redesigning SOPs and introducing clear escalation paths, resulting in faster decision-making and fewer repeated errors.

Team Leadership Content Moderation SOP Development Escalation Management Process Improvement Quality Assurance Training Communication Problem Solving

Trust & Safety Analyst

TikTok

Aug 2018 - Present (6 years 11 months)

Reviewed and moderated short-form video content to ensure compliance with internal safety standards, legal requirements, and platform community guidelines. Played a key role in developing and maintaining the Community Content Security Standard, ensuring consistent enforcement of policies across evolving content trends.

Content Moderation Enforcement Workflow Optimization Cross Functional Collaboration Trend Analysis Data Analysis Community Guidelines Quality Assurance

Education

Degrees, certifications, and relevant coursework

National school of commerce and management (ENCG)

Master’s degree, marketing and commercial actions

Completed a Master’s degree focusing on marketing and commercial actions. Gained expertise in strategic marketing, sales management, and business development.