Product Operations Manager, Operational Platform
4 weeks ago
Team Introduction
As Monetization Product Operations (MPO), our goal is to help businesses have seamless experiences with our advertising solutions, by improving product through Voice of customer, strengthening our self-serve platforms and providing scaled technical support to our clients. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders. [What we're looking for]: The operational platforms team is a significant part of the Ads Interface pillar. This team focuses on building solutions for ticket management and product lifecycle management tools (allowlisting, feedback collection tool, inbound and launch planner) and more. As the Product Operations Manager for TikTok operational platforms, you will use research and insights to develop product solutions, set the go-to-market strategy to drive product adoption and administrate system configurations. You will partner cross-functionally with Product, Operations team and Sales teams to identify solutions and establish the strategic direction for a more scalable and efficient way to manage product operations and customer support processes. Responsibilities: - Collaborate with internal stakeholders to understand their requirements and lead quantitative and/or qualitative inbound initiatives such as customer persona understanding, opportunity sizing, customer feedback analysis, and competitor intel to represent and address business & market needs- Collaborate with products for feature development and influence product roadmap through data-driven consumer insights- Act as system administrator to manage backend configuration such as routing logic, automation triggers and user access, ensure they're aligned and optimized to drive operational efficiency- Set goals, success metrics and get consistent with key stakeholders. Drive product adoption and growth of products in global markets by feeding tactics such as sales enablement, automatic notifications, comm material production, webinars, client workshop, etc. - Activate as a business and product strategy expert and partner closely with the internal users to deeply understand the product, markets and processes and identify opportunities to make vertical/market-based recommendations, and scale these across wider organizationMinimum Qualifications- BA/BS degree or above;- 5+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk; - A storyteller with a track record of consolidating information into customer-oriented communications, excellent communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;- Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience;- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with spreadsheets;- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking; Preferred Qualification- Familiarity with Google, Meta, TikTok advertising solutions is a plus
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Product Operations Manager, Operational Platform
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Singapur, Singapore TikTok Full timeJoin our Team at Monetization Product Operations (MPO) Our team's mission is to enhance the advertising solutions for businesses, making sure they have smooth experiences. We achieve this by incorporating customer feedback, strengthening our platforms, and offering top-notch technical support to our clients. Our global team is spread across various locations...
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