Global Operations Manager, User Feedback

**About TikTok**

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo.

**Team Introduction**

Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This position is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

As a Global Operations Manager, you should be a strategic thinker and an impact-oriented individual to join our team. This person will be analytical, meticulous, and intellectually curious. This person will also be quick on their feet and laser-focused on the task at hand. Some of the attributes we are seeking include the ability to own the room while presenting to groups, comfort with ambiguity, confidence in their time management abilities, and great collaboration. You should be able to synthesize and make recommendations based on imperfect data and from multiple sources, have a strong business intuition to guide their analysis, drive operational rigour and excellence through proactive process planning and automation on a regular cadence or project basis, and have the ability to work both independently and cross-functionally, supporting internal and external stakeholders.

This role is based in Singapore, leading the Singapore, China and United States team.

**What you will be doing**:

- Manage cross-functional operational efforts, working with engineering, and operational teams to ensure smooth rollout of changes.
- Develop, implement, and oversee departmental strategies and best practices throughout the teams. Primarily focus on business insights modelling and operational excellence to enable BPO leadership to make effective, data-driven, strategic operating decisions in an effort to optimise operation.
- Assume responsibility for the efficiency and product development and oversight as well as operational excellence recommendations.
- Plan, design and redevelop existing or new processes, and create frameworks and strategies to ensure efficient and successful navigation and management of international value chains. Contribute to improving the operational efficiency of current operations and assist in maintaining important tools used for reporting and data analytics.
- Hire, train, and provide mentorship and career development for the direct reports
- Support business partners in achieving their business goals and branding reliability for our platforms as well as guiding the users through the sometimes labyrinthine vagaries of fast iterations
- Heavily involved in diverse areas such as project schedules, operational methods, processes, and establishment of procedures and practices for all global teams to serve as the point executive for user satisfaction and experience
- Implement, oversee, and guide the global teams' continuous improvement initiatives using industry tools targeted at that purpose, such as Six Sigma, TPM, Value Stream Mapping, Goal Deployment, and other suites.

**What you should have**:

- Master's Degree in relevant fields
- At least 8 years of experience managing and driving operational performance, supporting operations excellence, consulting or related field Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
- At least 5 years of experience in dealing with technical troubleshooting, rotational shiftwork, and contact centre best practices for Operations Management
- Experience with large-scale operations working across or coordinating with cross-functional teams like training, quality, workforce management, program management, engineering and product teams
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Flexible, adaptable, proactive and self-motivated