Operations Team Lead

2 weeks ago


Singapore TikTok Full time
Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team.

Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Introduction
Our Data-TnS Team is responsible for providing instant troubleshooting and consulting services to internal Platform users.

This position is mainly responsible for the following:

receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.


What you will be doing:

  • Manage the user operations team, formulate user operations strategies, optimize user feedback process, lead the team to effectively solve problems from user feedback, drive system optimization, and improve user experience
  • Cooperate with engineering and product teams to deliver solutions to user problems effectively, and to improve product performance and stability
  • Plan for manpower arrangements and task allocation, to improve teamwork efficiency and work quality
  • Drive user survey projects, and participate in the management of other related projects
  • Continue to optimize the knowledge and information sharing process, supervise and improve the efficiency of remote collaboration between crossregion and crosscultural teams

Qualifications:

What you should have:

  • More than 7 years of experience in the Internet industry, team management experience with user operations and product technical support, oncall team management experience is preferred
  • Strong product and service knowledge in SaaS/PaaS field
  • Sensitivity to data indicators on system performance and stability, and strong data analysis and reporting capabilities
  • Experience in escalations process management to technical issues
  • With a more mature working methodology, able to lead and train team members to maximize productivity, and improve performance
  • Detailorientated, excellent problemsolving and critical thinking skills
  • Excellent communication and coordination skills
  • Resultoriented, with a strong sense of responsibility, good attitude and priority management
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy.

To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.

We are passionate about this and hope you are too.
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