USDS LIVE Head of User Operations

Responsibilities

Team Introduction:
The TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partner organizations to create an environment that brings communities together in real-time to create meaningful and interactive connections around the globe.

Main Responsibilities:
Growth Strategy Development & Implementation
- Lead the development and execution of tiered user management and growth strategies, with differentiated tactics, including 1:1, 1 to many management, at-scale campaigns, educations, benefits/incentive programs - tailored for users at different stages: high-value gifters, growth-stage gifters based on their pain points and growth opportunities.
- Drive new initiative task forces to pilot innovative growth strategies and tactics, scaling successful pilots to the broader team based on data validation.
- Engage directly with high-potential TikTok LIVE users to gain insight and inform strategic development.

Team Development, Training & Management
- Establish the USDS LIVE User Operations team's operating philosophy and working principles, tailored to the unique dynamics of LIVE user operations and the early-stage nature of live-streaming in the US.
- Set hiring criteria and scale the team in alignment with business needs.
- Design and iterate leveling and progression criteria to ensure clear expectations on roles and responsibilities, fostering a high-performing team.
- Develop onboarding, training, and evaluation curricula for new and existing user growth managers, equipping the team with LIVE user growth knowledge and tools to achieve goals.
- Drive clear goal-setting and tracking for the team, team leads, and individual members to ensure alignment with both output and input goal completion.

Cross-Functional Collaboration
- Serve as a strong bridge between US users/gifters and Global LIVE teams, identifying opportunities and present structured proposals in influencing key global stakeholders, from product changes and service optimizations to on-platform campaign development.

Qualifications

Minimum Qualifications:
- Education & Experience: BS/BA degree from top tier university with 5+ years in user growth or community management, with a proven ability to grow user base and transaction volume through scalable approaches such as education, campaigns, and communities.
- Analytical Skills: Strong data analysis capabilities and a track record of driving data-informed decision making.
- Communication: Structured and constructive written and verbal communication skills.
- Project Management: Ability to work on complex projects with multi-stakeholders independently and manage multiple sensitive, high-profile initiatives simultaneously in an evolving environment.
- Team Leadership: Demonstrated experience in developing, training, and leading high performing teams to deliver quantifiable business results through both visionary and hands-on approaches.
- Industry Knowledge: Stay ahead of industry trends and integrate insights to inform the strategic direction of the User Operations and LIVE Operations teams.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 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: