User Operations Lead

1 day ago

Singapore TIKTOK PTE. LTD. Full time

**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 impact happen with a career at TikTok.

**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.

**What you will be doing**:

- Manage the user operations team, formulate user operations strategies, optimize user feedback process, lead the team to effectively solve problems from user feedback, drive system optimization, and improve user experience
- Cooperate with engineering and product teams to deliver the solution to user problems effectively, and to improve product performance and stability
- Plan for manpower arrangements and task allocation, to improve teamwork efficiency and work quality
- Drive the user survey projects, and participate in the management of other related projects
- Continue to optimize the knowledge and information sharing process, supervise and improve the efficiency of remote collaboration between cross-region and cross-cultural teams

**What you should have**:

- More than 7 years of experience in the Internet industry, team management experience with user operations and product technical support, on-call team management experience is preferred
- Strong product and service knowledge in SaaS/PaaS field
- Sensitivity to data indicators on system performance and stability, and strong data analysis and reporting capabilities
- Experience in escalations process management to technical issues
- With a more mature working methodology, able to lead and train team members to maximize productivity, and improve the performance
- Detail-orientated, excellent problem-solving and critical thinking skills
- Excellent communication and coordination skills
- Result-oriented, with a strong sense of responsibility, good attime and priority management

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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