Strategic Programs Manager
6 days ago
Job Summary
The Monetization Product Operations (MPO) team at TikTok is seeking a skilled Strategic Programs Manager to drive global strategic projects on CSAT, Advertiser retention, and Loyalty programs for our advertiser base.
Key Responsibilities
- Scope and drive global strategic projects on CSAT, Advertiser retention, and Loyalty programs for our advertiser base
- Partner with regional operations and product specialist teams on global workflows and high complexity case escalation workflows
- Act as a POC for assigned regions workflow feedback and work with operations leaders to fix gaps across upstream and downstream processes
- Optimise 24/7 service delivery ensure set KPIS are met and exceeded, partner closely with Support Operations functions like Quality, Training & Workforce management
- Manage basic data scoping and analysis activities across topline metrics to feed into larger Continuous Improvement projects
- Monitor tool performance metrics consistently to ensure high uptime, rapid ticket resolution, and overall operational efficiency
- Establish feedback loops with the support team to continuously refine tool functionalities based on real-world challenges and advertiser requirements
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies
- Gather insights from various channels (internal and external teams) QA and amalgamate them for actionable insights
- Gather and integrate feedback from users to facilitate continuous reporting loops
Requirements
- BA/BS degree or above; or working experience in Analytics
- 4+ years of product operations experience with digital ad products or on SaaS platforms
- A commercial mindset with experience building business cases from market research and analysis
- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with spreadsheets
- Excellent communication and organizational skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives
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