Technical Product Support and Vendor Operations

2 weeks ago


Singapur, Singapore TIKTOK PTE. LTD. Full time
TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy. The platform is a home for creative expression through videos that create a genuine, inspiring, and joyful experience.

As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Australia, London and multiple locations in the US. Our teams comprise of interna product specialists and operations functions and externally we have a global vendor base that augments our services portfolio.

Responsibilities

- Manage a regional team of managers and ICs across timezones engaged on product operations support

- Provide vision and executional oversight on SMB focussed advertiser/sales facing customer & technical product support across channels like Ticketing, Chat, On Call,etc

- Accountable for Operational KPIs on efficiency and effectiveness, prove Revenue & CSAT impact through technical product operations and scale strategically

- Provide governance oversight across Global Vendor Operations and guide on all aspects of commercials, contracts, site strategy, reviews and global expansion ensuring high utilization

- Lead project scoping and PILOT execution for SMB focussed white glove projects, touching upon internal stakeholders across Sales, Product & Engineering teams - set KPIs and scale for success

- Lead a support operations team focussed on QA models ensuring service quality & feedback, link back QA findings into coaching for the teams to drive high CSAT

- Provide strategic direction for the development of service infrastructure and tooling through the product teams, collaborate on BRDs and sign off on development and execution from time to time

- Lead with industry relevant solutions around automation to drive service speed and trust across Tiktok advertiser base of the solutions

- Relationship management with senior stakeholders across Sales & Product and develop solutions to alleviate transactional workload and collaborate to achieve the common goals

Minimum Qualifications

- 5 years of experience with AdTech or new age online and social media tech companies, managing mid to large scale product operations

- 5 years of managing global teams with matrixed hierarchical leadership structure

- 4 years of experience across Vendor Operations management or Support operations function ( QA & Training)

Preferred Qualification

- Experience of digital ads products ecosystem

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.

  • Singapur, Singapore TikTok Full time

    Team Introduction The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders. Our team partners with...


  • Singapur, Singapore TikTok Full time

    Team Introduction The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders. Our team partners with...


  • Singapur, Singapore TikTok Full time

    Team Introduction The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders. Our team partners with...

  • Production Support

    4 weeks ago


    Singapur, Singapore Virtusa Full time

    Production Support - 122007 Description Key Responsibilities: At least 3 years of relevant experience in application production support on Java and .NET applications in both Unix and Windows operating environments Experience in incident management, problem management, release management, root cause analysis and deployment Understand SDLC and...

  • Production Support

    4 weeks ago


    Singapur, Singapore Virtusa Full time

    Production Support - 122007 Description Key Responsibilities: At least 3 years of relevant experience in application production support on Java and .NET applications in both Unix and Windows operating environments Experience in incident management, problem management, release management, root cause analysis and deployment Understand SDLC and...

  • Vendor Onboarding

    1 month ago


    Singapur, Singapore foodpanda Full time

    Job Description We’re looking for a highly-driven & motivated Vendor Onboarding & Operations Executive for our team in Singapore. If you are looking for a place where you can gain hands-on exposure & have direct impact, then this may be the place for you! The ideal candidate will have a track record as a significant individual contributor –...

  • Vendor Onboarding

    4 weeks ago


    Singapur, Singapore foodpanda Full time

    Job Description We’re looking for a highly-driven & motivated Vendor Onboarding & Operations Executive for our team in Singapore. If you are looking for a place where you can gain hands-on exposure & have direct impact, then this may be the place for you! The ideal candidate will have a track record as a significant individual contributor –...


  • Singapur, Singapore PRISM+ Full time

    We are looking for a Technical Support Product Specialist with excellent communication and diagnostic skills.As a technical support product specialist, you will required to perform the thorough product testing and evaluation, provide technical support, advice, and to provide solutions to consumers and businesses in regards to technical, hardware, and system...


  • Singapur, Singapore PRISM+ Full time

    We are looking for a Technical Support Product Specialist with excellent communication and diagnostic skills.As a technical support product specialist, you will required to perform the thorough product testing and evaluation, provide technical support, advice, and to provide solutions to consumers and businesses in regards to technical, hardware, and system...


  • Singapur, Singapore SS&C Technologies Holdings Full time

    Job Description About SS&C Intralinks:SS&C Intralinks is the leading worldwide Fintech SaaS solution for the global banking, deal-making, and capital markets communities. Our industry-leading technology enables the secure flow of information, empowering the largest banks and companies around the world to execute deals more productively, safely, and with...


  • Singapur, Singapore Amaris Consulting Full time

    Job description Main Responsibilities Ensure customer satisfaction in maintenance and support Maintain IT components and related endpoints, including Hardware and Software Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2 Teams Commit to a resolution date, formalize action plan and implement workaround for fault...


  • Singapur, Singapore Amaris Consulting Full time

    Job description Main Responsibilities Ensure customer satisfaction in maintenance and support Maintain IT components and related endpoints, including Hardware and Software Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2 Teams Commit to a resolution date, formalize action plan and...


  • Singapur, Singapore Amazon Asia-Pacific Holdings Private Limited Full time

    Amazon, one the world’s leaders in e-commerce, is expanding its Retail business and looking for a smart and ambitious Associate Vendor Manager based in Singapore to enable new partnerships with vendors aiming at integrating their product portfolio into Amazon.sg. Come and experience a company that reinvents itself every day and immerse yourself in an...


  • Singapur, Singapore Amazon Asia-Pacific Holdings Private Limited Full time

    Amazon, one the world’s leaders in e-commerce, is expanding its Retail business and looking for a smart and ambitious Associate Vendor Manager based in Singapore to enable new partnerships with vendors aiming at integrating their product portfolio into Amazon.sg. Come and experience a company that reinvents itself every day and immerse yourself in an...


  • Singapur, Singapore Idemia Full time

    You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as...


  • Singapur, Singapore Amazon Asia-Pacific Holdings Private Limited Full time

    Amazon, one the world's leaders in e-commerce, is expanding its Retail business and looking for a smart and ambitious Associate Vendor Manager based in Singapore to enable new partnerships with vendors aiming at integrating their product portfolio into Come and experience a company that reinvents itself every day and immerse yourself in an environment that...


  • Singapur, Singapore Idemia Full time

    You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as...


  • Singapur, Singapore Idemia Full time

    You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as...

  • Production Support

    2 weeks ago


    Singapur, Singapore Virtusa Full time

    Main Responsibilities: At least 3 years of experience in application production support involving Java and .NET applications in Unix and Windows platforms Handling incident management, problem resolution, releases, root cause analysis, and deployments Familiarity with SDLC and collaborating with business users, different IT teams, and vendors ...


  • Singapur, Singapore Sonova Full time

    As a member of our global Manufacturing Engineering team, you will be supporting production and repair systems within the Technical Support & Education team. In this role, you will provide technical support and training to employees on various processes, ensuring seamless operations and knowledge sharing. Additionally, you will participate in the rollouts...