Product and Projects Specialist (SEO)
Responsibilities
Team Introduction:
The Product and Projects team delivers better, faster, and efficient product-market fit and enables best-class client support. This team is a horizontal function that acts as bridge between the Support Operations, Product and RD teams. The team's core mandate is to:
- Ensure Service Excellence by ensuring the support teams deliver the highest quality troubleshooting through training aligned with PM/RD, QA for ticketing troubleshooting and escalations and access to the right tools and diagnostics to provide world class service to advertisers and GBS.
- Elevating the Voice of Customer by conducting Support Ticket analysis (comprising of Client/GBS Knowledge Gaps, Product Limitations and System Issues) for Product Verticals. Collaborating with Product (PM/PMMs) to define new features/refine existing features partnering with RD to fix system issues and deliver optimizations. '
- Collaborating with PMM to stabilize new product launches at Alpha/Beta stage, ticket QA audit for New Products, optimization and reporting and enabling the support organization (TPS) by enabling efficient launch of New Product Launches (NPLs), Alphas, and Betas.
We're a global team with regional hubs in San Jose, Singapore and Shanghai.
- Develop and execute launch support plans for training, QA and close feedback loop on new & existing products and inherited operational tasks, including coordinating with cross-functional teams and external partners as necessary.
- Develop and launch comprehensive plans for new products/operational processes, including timelines and resource requirements.
- Create and maintain standard operating procedures (SOPs) and operational tasks (Voice of Customer, New Product Launches, RD case triaging) for new and existing products, BRD/PRDs for new tools/ existing tool/reporting gaps and coordinate with the cross-functional teams to ensure that all of the support teams (FTE/TVCs) are trained and equipped to support the new product/operational processes.
- Support the team lead for all product ops activities such as SOP creation, tool BRDs definition, training support and reporting needs
- Coordinate with the internal tools, RD, PM teams to ensure that all necessary infrastructure, collateral, troubleshooting guidelines are in place and updated and align messaging/ communications to support teams.
- Monitor and track (KPIs) for service excellence, quality for existing and the new products/workflows, and timely identification and resolution of issues identified for improvement or optimization.
- Collaborate with cross-functional teams to identify and resolve any issues that arise during the launch of new tools, processes, workflows and provide regular reporting/update on key initiatives, metrics to cross functional leadership.
- Review customer support ticket responses and any escalations from support teams and provide feedback to improve their quality.
- Ensure that TPS teams are provided with targeted training, tools, collateral, diagnostics to resolve customer issues effectively and maintain customer satisfaction and other KPIS at target levels.
- Liaise with PM/RD teams to develop deeper objection handling materials to improve the depth of the troubleshooting teams and periodically share and ensure relevant product insights are translated to bug fixes, long term optimizations and deliver impact across product insights and ensure implementation through product roadmaps.
- Proficient at analysis of resolution of tickets, driving CSAT and recognized as Subject Matter Expert across assigned areas and mentoring other team members. Regular ongoing feedback to improve the quality of customer support ticket responses from TPS teams.
Qualifications
Minimum Qualification(s)
- A Bachelor's degree in Computer Science, similar technical field of study or equivalent practical experience
- Relevant experience in the Ads tech industry CX or Technical CX operations domain as Customer-facing experience as a Technical Consultant, Support, Engineer, or Product Manager, working with internal/external customers
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- Deep understanding of TikTok Ads Products and troubleshooting workflows. Analytical experience solving problems using data and providing actionable product insights
- Experience in driving projects at scale to improve operational metrics like Quality, CSAT and hands on experience in Product training, ticket QA & metrics management
- Excellent communication and interpersonal skills and experience in training and coaching teams. Strong analytical and problem-solving skills.
- Understanding of Agile methodologies, detail-oriented with strong organizational skills and ability to work independently and manage multiple projects simultaneously.
Preferred Qualification(s)
- 3+ years of experience as TPS across one or more pillars
- Experience driving technical implementation with advertising/software products working directly with clients technical teams.
- Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers and Sales.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.