Tiktok - User Experience Operations Lead - Singapore

Responsibilities
About TikTok
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 imagination 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 impacts on ourselves, our company, and the communities we serve.
Join us.
About the Team
The User Insights and Support Center (UISC) is dedicated on enhancing the TikTok user experience. Our work scope encompasses various tasks aimed at optimizing our products. This includes proactively reporting and monitoring bugs, gathering insights on new features based on user needs, processing and analyzing user feedback, promptly following up critical incidents and fatal incidents. Our dedication lies in continuously improving the TikTok experience for all users.
**Your Role Will Involve**:
1. Lead the user operation team, analyze the product function problems from the user's perspective, and coordinate with the R&D side to deal with bugs and major incidents.
2. Responsible for the team to report problems without missing, improve the speed of reporting problems, and continuously optimize the process of reporting problems; need to work with CN team to establish cooperation with related parties, coordinate and promote all parties to quickly investigate and solve in the problem handling, responsible for the problem-solving rate and problem frequency reduction
3. Dig and analyze users' demands for product features, and coordinate with the product side to promote the implementation of the demands.
4. Responsible for the improvement of the team's user voice collection ability, able to lead the team to extract high-quality user insights and provide user-side insights support for product optimization
5. Drive long-term issues, experience problems, and analysis and implementation of high-value user requirements.
6. Lead the team to collaborate with UISC-CN to retrace and summarize information on long-term problems and experience problems, expose process optimization points, and cooperate with external teams to reduce the frequency of such problems, increase the speed of resolution and reduce the number of customer complaints.
7. Optimize operation SOP within the group, improve operation efficiency and bug-solving ability, precipitate operation methodology, and cultivate team backbone.
8. Responsible for team BC quantity reduction, operation process, and standardization coverage, team growth, and member stability
9. Responsible for or participate in user operation projects, and cooperate with overseas multi-region teams to land important projects. Serve for project-related index achievement

**Qualifications**:
Minimum Qualifications
1. Proficiency in English listening, speaking, reading, and writing
2. Bachelor's degree or above, 5 years or more experience in internet user experience operation/customer service operation/customer service center management, 2 years or more experience in team management
3. Excellent product judgment, analysis, and summarization ability
Preferred Qualification
1. Solid Internet operation management experience and methodology precipitation; familiar with overseas social media is preferred
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.