Technical Product Support and Vendor Operations - Global Lead (Singapore, San Jose & London)

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.

Team Introduction
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 of interna 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 on product operations support
- Provide Vision and Executional oversight on varied advertiser/sales facing customer & technical product support across channels like Ticketing, Chat, On Call & White glove services in a high vols. environment
- Accountable for Operational KPIs on efficiency and effectiveness, prove Revenue & CSAT impact through technical product operations and scale strategically
- Provide governance oversight across Global Vendor Operations and guide on all aspects of commercials, contracts, site strategy, reviews and global expansion ensuring high utilization
- Lead all aspects of Vendor C-level relationship management, manage outcomes against key program KPIs set by business and strategic ramp up/down of sites per business plans
- Lead a support operations team focussed on QA models ensuring service quality & feedback, link back 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
- 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 Tiktok advertiser base of the solutions
- Strong collaboration with the Product Insights team, through development of insights at each stage of the service journey and feed into Product VOC loops
- Relationship management with senior stakeholders across Sales & Product and develop solutions to alleviate transactional workload and collaborate to achieve the common goals

Qualifications

Minimum Qualifications
- 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 matrixed hierarchical leadership structure
- 4 years of experience across Vendor Operations management or Support operations function (QA & Training)

Preferred Qualification
- Preferred experience of 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.