Platform Operations Lead

3 weeks ago


Singapur, Singapore TikTok Full time
About the Team

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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