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, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
User Operations Team is responsible for driving the platform optimization, to deliver and ensure an excellent user experience to our internal middle-platform users. This position is mainly responsible for: building and maintaining the SOP & FAQ, ticket & issue root cause data analysis, and providing necessary product & platform training to users.
Responsibilities:
1. Work collaboratively with cross-functional teams to design training curriculum and deliver trainings to internal middle-platform users.
2. Partner with engineering and product teams to identify user needs, to analyze business blockers, and to initiate projects to optimize overall user experience.
3. Research on user needs, measure the effectiveness of trainings, suggests solutions, and identify training and development opportunities to develop a collaborative relationship with our users.
4. Formulate, analyze, and optimize the operations process, maintain SOP, product FAQs and support on product training.
5. Deep dive into user feedback to analyze opportunities for product optimizations, formulating a closed loop process.
6. Collect, summarize, and promote a successful training experience and assist in user feedback projects.
Qualifications
1. Product operations or project management related experience in the internet industry.
1. Product operations or project management related experience in the internet industry.
2. A thorough understanding of mobile-video products and B2B product & platform operations.
3. Bachelor's degree, with at least 3 years of relevant work experience.
4. Ability to balance user expectations with a deep passion about data compliance, policies and the importance of content safety and security.
5. Strong communication skills and can work with both technical and non-technical users.
6. Quick learner with strong analytical skills and the ability to multi-task and work under pressure.
7. Self-driven, with a strong sense of ownership.
8. Proven track record and ability to formulate the operations process and training materials with a strong passion for B2B product & platform operations.
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.
TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at wenru.chen@tiktok.com