Operations Team Lead; San Jose

Responsibilities

• Business operation excellence
  • Investigate reported tickets/incidents across multiple channels for Tik Tok and coordinate fast & accurate response to global partners inquiries
  • Manage the ticket support operations team, formulate user operations strategies, optimize the user feedback process, lead the team to effectively solve problems from user feedback
  • Identify bottlenecks from daily operation, ticket data, audit data or members' feedback. Design, implement solutions to mitigate/reduce inefficiency processes with a data driven approach
  • Strong execution on initiatives with strong priority management to ensure multiple priorities are on track
  • Partner with cross-functional teams to localize strategies and ensure regional operational readiness
• Team management
  • Hire, motivate, coach and upskill team members to meet the business requirements
  • Apply appropriate management strategies to develop and motivate team members, regularly communicate performance, expectations, tasks, and responsibilities with team members professionally, and drive the overall growth of the team via mentoring and coaching
  • Plan for manpower arrangements and task allocations, to improve productivity, teamwork efficiency and work quality, other daily admin & operation support to direct managed members
• Cross-functional Team Engagement
  • Acting as main PoC for assigned domain and working internally with other regional support managers, externally with engineering and product teams to deliver solutions to user problems effectively, and to improve overall user support journey, product performance and stability
  • Continue to optimize the knowledge and information sharing process, supervise and improve the efficiency of remote collaboration between cross-region and cross-cultural teams
  • Represent regional operational needs and insights in global planning and reviews

• Minimum Qualifications:
  • More than 5 years of experience in the Internet industry with 3+ years of team management experience with platform operations and product technical support team management experience
  • Familiarity with content moderation workflows and its platform ecosystem operations or Trust & Safety Operations with Incident and risk management
  • Deep understanding of ticket support workflows, platforms, and operational metrics
  • Experience in escalations process management to technical issues
  • Strong product, service process and project management
  • Sensitivity to data indicators on system performance and stability, and strong data analysis and reporting capabilities
• Preferred Qualifications:
  • Proactive, self-driven and able to manage through ambiguity and change
  • Excellent communication and coordination skills
  • Detail-orientated, excellent problem-solving and critical thinking skills
  • Result-oriented, with a strong sense of responsibility, good attitude and priority management
  • Lead and train team members to maximize productivity, and improve performance
  • Familiar with AI and automation tools used in customer support and service quality programs will be a plus

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users.

When we create and grow together, the possibilities are limitless. Join us.