User Support Operations Manager
7 days 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**:
The User Support Operations team promotes the team with the goal of providing TikTok users a superior experience. You like moving quickly, and you believe in the power of TikTok. Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We're looking for a self-motivated Program Lead to join our Los Angeles office.
The User Support Program Lead will report to the User Support Operations Manager and will support the entire team with the goal of providing TikTok users a superior experience. You like moving quickly, and you believe in the power of TikTok.
**Responsibilities**:
- Build a cohesive team of various operational support functions through effective hiring with a focus on diversity. Effectively manage a high performing team of multiple functions through vision creation, focused goal setting, and effective coaching.
- Partner with Support leadership to meet aggressive productivity and quality goals to ensure a world-class user experience through continuous improvement of policy and process and products.
- Partner with various Product, Data and Tooling teams to drive continuous improvement in the tooling and scalability of our User Support team.
- Oversee the workforce management function of our growing Support team resulting in appropriate distribution of overall incoming support case volume across all Support workflows, overseeing front-line Associate forecasting and maximizing efficiency.
- Oversee the Support quality assurance (QA) function. Build a team of QA experts and guide them in creating a scalable QA program applicable to all areas of Support.
- Implement project planning and management best practices across the Support function resulting in improved velocity and success of new process and program implementation.
- Oversee project and program management functions of the User Support team to effectively continue scaling.
**Qualifications**:
**Minimum Qualifications**:
- 5 years in a similar role or function with a focus on Support operations.
- Clear passion for TikTok and respect for the TikTok community. You've got a hunger to continually improve the user experience - you genuinely care about our users' experience.
- Proven track record of building effective diverse teams of various Support-related functions.
- Demonstrated track record of effective resource management driving a low cost highly efficient Support, or similar, business.
- Experience creating an effective voice of the user/customer program. You know how to inspire cross functional partners to take action to improve the user experience through sharing effective data-based narratives.
- Understanding of key elements to create and execute scalable quality assurance across multiple Support functions.
- Ability to take some late night/early morning cross functional tooling calls
**Preferred qualifications**:
- Excellent data analysis acumen. Proficiency with spreadsheet software including experience with SQL is a plus.
- First-class communication skills and the proven ability to present detailed analysis, assumptions, and recommendations succinctly.
- Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation.
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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.
Job Information
The base salary range for this position
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