Wfm & Operations Analyst, Mpo

2 weeks ago

Singapore TikTok Full time

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
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining processes & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with the product team on product improvement through feature requests and management of bugs.

**Responsibilities**:

- Monitor tool performance metrics consistently to ensure high uptime, rapid ticket resolution, and overall operational efficiency. Design and own metrics definitions and alignment across front end service teams and gatekeep data/metric access and define leading and lagging indicators trends
- Establish feedback loops with the support team to continuously refine tool functionalities based on real-world challenges and advertiser requirements.
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
- Gather insights from various channels (internal and external teams) QA and amalgamate them for actionable insights
- Gathering in industry knowledge and best practices to Efficiency and Effectiveness metrics/KPIS. Gather and integrate feedback from users to facilitate continuous reporting loops
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.

**Qualifications**:
Qualifications
- BA/BS degree or above; or working experience in Analytics
- 3+ years of product operations experience with digital ad products or on saas platforms
- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking;
- A commercial mindset with experience building business cases from market research and analysis;
- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with spreadsheets;
Preferred Qualification
- Excellent communication and organizational skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;
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.

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