Experience Operation Manager -TikTok

Responsibilities

About the team

The TikTok Product Team aims to realize the development of international video business and build and maintain industry-leading products. This includes user growth, user products, author products, search products, business analysis and other core business scenarios to support the rapid development of products on the global track.

It also includes service architecture, basic technology and other directions to ensure that the business continues to serve users with high quality, efficiency and security.

Responsibilities

• 1. BPO partner and operations management
• Managing the daily operations of BPO partners to ensure the operation of the team, such as monitoring of performance, SLA/KPI governance, workforce and capacity planning and taking corrective actions when there is deviation in performance from the target
• 2. Program and process management
• Design, manage and continuously improve the SOPs during the operations lifecycle in collaboration with XFN stakeholders (product, QA, training, data) in order to ensure quality, efficiency and scalability
• 3. Team Scale-up and Capability Building
• Working closely with BPO vendor and Training to ensure scaling of the team in accordance with business needs and new projects, as well as to implement structured upskilling programs for continuous improvement of capability and quality of the BPO team
• 4. AI and Data Literacy
• Leverage AI tools and intelligent solutions to monitor overall BPO performance metrics, SLA, and conduct analysis to identify areas of improvement in a timely manner

Qualifications

Minimum Qualifications

• 1. Bachelor's degree or above, with at least 3 years of BPO/vendor management experience
• 2. A proven track record owning cross-functional initiatives end-to-end as a program/project manager; candidates from the tech industry, are strongly preferred, along with strong stakeholder management, data literacy and communication skills
• 3. Rigorous logical thinking, data-driven mindset, expertise in data analysis tools such as SQL, Excel and Tableau with ability to solve core problems based on data insights

Preferred Qualifications

• 1. Familiar with full lifecycle management logic of internet user experience, with deep understanding of social and short-video product ecosystems.
• Experience with TikTok or other technology firms with similar capacity / experience is a strong plus.

About TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok'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.​

Why Join Us

Inspiring creativity is at the core of TikTok'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.​​Diversity & Inclusion​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.​