TikTok Support Operations Manager
2 days ago
About the Opportunity:
We are seeking an experienced TikTok Support Operations Manager to join our IT support group. In this role, you will be responsible for designing and implementing policies and processes that enhance the user and creator experience.
You will work closely with senior cross-functional leaders to build industry-leading customer support capability, improve product launch readiness, and identify impactful tooling and automation requirements.
With a focus on safety, process, and system improvement, you will develop and implement SOPs that improve platform experience, drive transformational projects focused on knowledge management and operational improvements, and manage CSAT and service-level agreements (SLAs).
Key Responsibilities:
- Design user and creator centric policies and workflow guidelines
- Develop, launch, and measure Standard Operations Processes (SOPs)
- Drive transformational projects and programs focusing on knowledge management and operational improvements
- Stay up to date on key policy updates and relevant regulations
- Partner with senior cross-functional leaders to build industry-leading customer support capability
Requirements:
- Experience in developing customer-focused policies and solutions in a tech organization
- Experience in influencing customer support operations with a focus on safety, process, and system improvement
- Experience working within policy and regulatory domains
- Direct experience in project/program management, process optimization, and operations management
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