Platform Operations Lead
3 weeks ago
We're the Data-TnS-PUO Team at TikTok, dedicated to delivering top-notch troubleshooting and consulting services to our internal Platform users.
Our Key Responsibilities:
- Receiving and resolving user issues with precision and speed
- Collaborating with engineering teams to drive innovation and improvement
- Analyzing user feedback to provide data-driven solutions
- Maintaining SOPs and ensuring seamless operations
- Providing daily reports and escalating issues as needed
Senior Platform Operation Specialist Role:
This role is responsible for leading the platform operation specialist team to maximize user feedback insights, implement best solutions, and drive optimizations across product and business teams.
Key Responsibilities:
- Leading platform specialists to collaborate with internal and external stakeholders for improved platform service efficiency and quality
- Deep diving into business requirements and operation pain points to identify opportunities for user experience enhancement
- Developing action plans and formulating a close loop to drive operation excellence
- Working with cross-functional teams to drive ticket handling efficiency improvements
- Continuously monitoring platform operation metrics to inform data-driven decisions
Requirements:
- Experience in escalations process management to technical issues
- Detail-orientated, excellent problem-solving and critical thinking skills
- Rich experience in building knowledge bases for users and internal teams
- Great project management, stakeholders management and time management skills
- Strong sense of ownership and accountability
Preferred Qualifications:
- Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management
- Minimum 2+ years of people management experience
- Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity
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