Product Operations Manager, Platform Operations

Responsibilities
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.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make an impact happen with a career at TikTok.

Team Introduction
The user operation team is responsible for providing platform users with real-time product use consultation and troubleshooting services. Solve user feedback problems quickly, effectively and accurately; analyze product problems and user pain points, and cooperate efficiently with product and R & D teams to jointly promote platform product optimization and improve User Experience.

The Role
As a Product Operation Manager, you will be supporting the Product team to enable a better experience and optimisation of the products that are being used internally by the Platform user operations team. You will conduct user feedback analysis, and synthesize the information to ensure systems and processes are optimised and implemented.

What you will be doing
1. Be a business partner and work with product, operations, users, and engineering teams to influence and shape platform products based on issue volume, members impacted, and other relevant metrics;
2. Translate business insights and understand the business scenarios, and different platform products knowledge to understand the business needs and pain points;
3. Aggregate, synthesize and analyse user issues using internal tools, user experience surveys, and queries of all available data sources to gather user insights to optimise product and user experience;
4. Define potential common business scenarios and precipitate the best solutions, continuously optimise workflow, and improve problem-solving ability and efficiency;
5. Design SOPs, collect feedback and incorporate learning into process improvement to drive efficiency and effectiveness;
6. Partner with R&D and Product teams to promote continuous development through constant communication, roadmap and plan to improve system performance and stability;
7. Be the owner of platform products, monitor business performance efficiently, find and analyse business issues in time and accurately promote the improvement of corresponding capabilities;
8. Act as a Project Manager, to carry out cross-team experience projects to build and improve the safety experience audit-related experience index system and form a closed-loop improvement progression plan.

**Qualifications**:
**What you should have**:

- At least 5 years of business-to-end user or Product Operation experience in Internet Companies, with proven track records in User Research and User Experience Optimization.
- A deep understanding and expertise in business-to-end user, operations and strategy, with a wide breadth of knowledge and experience in product development, customer success, strategy, and operational efficiency.
- Analytical mind and business acumen with the ability to work with large amounts of data to discover patterns and trends and to form conclusions based on findings. Possess a strong suite of research techniques to understand how best to use data in operations and growth, as well as measure and track success.
- Excellent analytical skills, independent thinking, data-oriented, and knowledge of analytics tools required (Excel, Tableau)
- Strong learning ability, and self-driven to handle multiple projects concurrently.
- Good communication skills to manage cross-team collaboration, and work effectively as an individual or with a team to understand and interpret requirements.
- Work efficiently and independently under pressure, meet deadlines, multitask and prioritise tasks effectively.

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.