WFM & Operations Analyst, MPO

4 weeks ago

Singapur, Singapore TikTok Full time

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- Analyze data and feedback to identify trends and opportunities for improving tools and the overall advertiser experience Identify relevant data sources, extract data for analysis, and apply analytics tools independently to generate insights.- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.

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;

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