Vendor and Support Operations Lead
2 months ago
Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the team
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 internal product specialists and operations functions and externally we have a global vendor base that augments our services portfolio.
**Responsibilities**:
- Manage a global team of managers and ICs across timezones engaged in product operations support
- Provide vision and execution oversight on varied advertiser/sales facing technical product support across channels like Ticketing, Chat, On-Call & White glove services in a high vols. environment
- Accountable for all of the team's Operational KPIs on efficiency and effectiveness, prove impact across all aspects of technical product operations, and continue to scale
- Provide governance oversight to Vendor Operations teams and be able to guide on all aspects of Vendor commercials, contracts, site strategy, reviews, and global expansion ensuring high utilization
- Lead a support operations team focussed on QA models ensuring service quality & feedback on the QA findings into coaching for the teams to drive high CSAT
- Lead project scoping and PILOT execution for white glove projects, touching upon internal stakeholders across Sales, Product & Engineering teams - set KPIs and scale for success
- Strong collaboration with the Product Insights team, through the development of insights at each stage of the service journey and feed into Product VOC loops
- 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 the 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 common goals
**Qualifications**:
**Minimum Qualifications**:
- Bachelor's degree in Marketing, Business, or a related field. An MBA is a plus.
- 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 a matrixed hierarchical leadership structure
- 2+ years of experience across Vendor Operations management or Support operations function ( QA & Training)
**Preferred Qualifications**:
- 5+ years of experience with AdTech or new-age online and social media tech companies, managing mid to large-scale product operations
- Experience with 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.
Job Information
The base salary range for this position in the selected city is $130200 - $244888 annually.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
**Our time off and leave plans are**: 10 paid holidays
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