Issue Resolution and Governance Expert
1 month ago
TikTok's Traffic and Ecosystem Team is dedicated to optimizing traffic distribution and governing the content ecosystem of TikTok LIVE business. As the middle platform of TikTok LIVE, we strive to provide solutions and build capacities for traffic and ecosystem issues from a holistic perspective. Our goal is to deliver an exceptional user experience and ensure sustainable development of TikTok LIVE business.
Responsibilities:- Manage proactive and reactive case reviews as part of daily duties
- Design and build a robust on-call system, including process workflows and platform optimizations, to improve the efficiency of product operations
- Develop and maintain an efficient workflow for proactive and reactive case handling, ensuring smooth process integrity from upstream to downstream while proactively pursuing opportunities for process improvement
- Establish an intake mechanism for the management of inquiries and feedback to regularize business operations, introduce efficiency gains to BAU, and improve user satisfaction levels across core operational teams
- Manage effective communication and collaboration as the main intermediary between the Product Operations team and key stakeholder groups to resolve process bottlenecks expediently and ensure seamless connection between upstream and downstream systems
- Proactively identify and define new risk areas and discovery channels, establishing a corresponding metrics framework to regularly track and measure both the impact of new and unknown risks, as well as surface anomalies for attention
- Bachelor's degree with more than 5 years of relevant work experience in service-oriented product operations
- Domain expertise in process design specific to on-call business operations, from identifying core system requirements to implementing corresponding solutions
- Excellent acumen and execution ability in evaluating diverse content types based on a sound understanding of policy principles
- Strong analytical capabilities in visualizing both quantitative and qualitative data through sound reasoning to derive well-informed impact assessments of content risks
- Familiarity with the inherent risks of content-based social media products through prior experience in the field of risk management
- Proactive problem-solver and a strong collaborator with a can-do attitude to drive issues from discovery through resolution
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