TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
TikTok 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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, 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 users we serve. Join us.
Team Introduction
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining processes & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with the product team on product improvement through feature requests and management of bugs.
Responsibilities
- Scope and drive global strategic projects relevant to Tiktok Ad technology products - CSAT, Adv churn retention and Loyalty programs across advertiser base
- Partner with regional in house, vendor operations and product specialist teams on global ticketing and escalation process workflows
- Act as a POC for assigned Ads Integrity & large scale XFN workflows - strategic planning on ticket handling plus metrics management
- Change manage a wide scale of 24/7 service delivery against KPIS, partner closely with Support Operations functions like Quality, Training & Workforce management
- Manage basic data scoping and analysis activities across topline metrics to feed into larger Continuous Improvement projects
- Monitor ticketing tool performance metrics consistently to ensure high uptime, rapid ticket resolution, and overall operational efficiency.
- Establish feedback loops with the support team to continuously refine tool functionalities based on real-world challenges and advertiser requirements.
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
- Gathering industry knowledge and best practices to Efficiency and Effectiveness metrics/KPIS
- Gather and integrate feedback from users to facilitate continuous reporting loops
- Identify relevant data sources, extract data for analysis, and apply analytics tools independently to generate insights.
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
Minimum Qualifications
- BA/BS degree or above; plus working experience in Advertising Tech operations company
- 5+ years of product operations exp spanning across Ads Monetization and/or Integrity products
-Prev experience of having worked with scaled operations teams on service oeprations JPIS
- Commercial mindset with experience building business cases from market research and analysis;
- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with data visualizations
- Excellent communication and organizational skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;
Preferred Qualification
- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking
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.
