TikTok Shop - Product Operations Manager, CRM
Responsibilities
About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
About the team
The Operations Product team at TikTok Shop builds the internal tools and platforms that empower our employees to perform their daily tasks efficiently. We create solutions like the operation workbench, management tools, and community tools to support our Account Managers, Business Development Team, and client-facing teams.
Responsibilities
- Become the Product Operations point of contact for the US Operation Product team (CRM), including products such as operation workbench, management tools, analysis tools community tools, etc., supporting our internal operation teams.
- Work with our client-operation teams, to improve operational efficiency, reducing the amount of resources and time for product development.
- Understand operation methods and workflow; establish mechanisms like building usage analysis of clients, collecting feedback on issues, scoring clients satisfaction; generate useful input for product teams and drive product implementation.
- Work with our partner product teams, to improve product tools penetration.
- Understand how to use CRM products: establish mechanisms like GTM training, user handbook and best practice; promote CRM products within US operation teams and drive the issues solved during this process.
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Qualifications
Minimum Qualifications
- Bachelor's degree or above and a minimum of 3+ years of experience.
- Understanding of business scenarios, processes, and rules, with the ability to distill complex workflows into key roles and actions, and translate them into clear, actionable product requirements.
- Proven ability to thrive in a fast-paced environment with strong ownership, problem-solving, and collaboration skills.
- Excellent analytical skills, with experience leveraging data to guide decisions and measure results.
Preferred Qualification
- E-commerce/CRM/SaaS product or operation experience preferred.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $121600 - $232645 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
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.