Product Operations Manager, Operational Platform

Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Introduction
As Monetization Product Operations (MPO), our goal is to help businesses have seamless experiences with our advertising solutions, by improving product through Voice of customer, strengthening our self-serve platforms and providing scaled technical support to our clients. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.

**[What we're looking for]**:
The operational platforms team is a significant part of the Ads Interface pillar. This team focuses on building solutions for ticket management and product lifecycle management tools (allowlisting, feedback collection tool, inbound and launch planner) and more.

As the Product Operations Manager for TikTok operational platforms, you will use research and insights to develop product solutions, set the go-to-market strategy to drive product adoption and administrate system configurations. You will partner cross-functionally with Product, Operations team and Sales teams to identify solutions and establish the strategic direction for a more scalable and efficient way to manage product operations and customer support processes.

**Responsibilities**:

- Collaborate with internal stakeholders to understand their requirements and lead quantitative and/or qualitative inbound initiatives such as customer persona understanding, opportunity sizing, customer feedback analysis, and competitor intel to represent and address business & market needs
- Collaborate with products for feature development and influence product roadmap through data-driven consumer insights
- Act as system administrator to manage backend configuration such as routing logic, automation triggers and user access, ensure they're aligned and optimized to drive operational efficiency
- Set goals, success metrics and get consistent with key stakeholders. Drive product adoption and growth of products in global markets by feeding tactics such as sales enablement, automatic notifications, comm material production, webinars, client workshop, etc.
- Activate as a business and product strategy expert and partner closely with the internal users to deeply understand the product, markets and processes and identify opportunities to make vertical/market-based recommendations, and scale these across wider organization

**Qualifications**:
Minimum Qualifications
- BA/BS degree or above;
- 5+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk;
- A storyteller with a track record of consolidating information into customer-oriented communications, excellent communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;
- Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience;
- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with spreadsheets;
- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking;
Preferred Qualification
- Familiarity with Google, Meta, TikTok advertising solutions is a plus

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.