User (Gifter) Product Operations Manager, TikTok LIVE
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.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
As part of the US LIVE Operations Team, the User Product Operations Manager will be responsible for designing and operationalizing the end-to-end experience for our most valuable LIVE Users/Gifters. You will be the chief advocate for our top user base, translating their behaviors and feedback into scalable programs that drive satisfaction, retention, and long-term loyalty. This role moves beyond temporary campaigns to build a sustainable, best-in-class ecosystem for the LIVE User community.
Responsibilities:
- User Experience Strategy: Develop and execute a comprehensive strategy to enhance the entire lifecycle of top LIVE Gifters, from onboarding to long-term engagement, ensuring a valuable and frictionless experience.
- Data-Driven Insights: Leverage deep data analysis to understand gifter behavior, identify pain points, and segment the user base. Translate these insights into actionable product, policy, and operational improvements.
- Program Development & Operationalization: Design, launch, and manage scalable programs aimed at improving gifter satisfaction. This includes developing VIP support channels, loyalty and recognition initiatives, feedback forums, and exclusive engagement opportunities.
- Cross-Functional Leadership: Collaborate closely with Product, Engineering, Data Analytics, Community, and Customer Support teams to champion gifter needs and drive the implementation of experience improvements across the platform.
- Feedback Loop Management: Establish and systematize feedback loops to continuously gather qualitative and quantitative sentiment from top gifters, ensuring their voice directly influences our strategic priorities.
- Compliance Expertise: Champion TikTok USDS Privacy, Safety, and Security guidelines to be the bridge between global business needs and USDS policy and form the utmost confidence in the security of TikTok LIVE business.
Qualifications
Minimum Qualifications:
- Bachelor's degree or higher with 5+ years of experience in a strategy and operations role with a focus in areas such as user experience, customer success, VIP/loyalty program management, or community operations.
- An in-depth understanding of online communities, digital economies, and user motivation.
- Strong analytical mindset with experience in performing user segmentation, behavioral analysis, and/or churn analysis; you're comfortable pulling your own data in SQL or modeling in Excel.
- Proven ability to work independently, manage complex projects with multiple stakeholders, and translate high-level strategy into day-to-day execution.
Preferred Qualifications:
- Excellent communication and presentation skills with the ability to take complex user data and turn it into a compelling narrative that drives action.
- A user-centric and empathetic mindset with a passion for understanding user motivations and improving their journey.
- Experience in the live streaming space and a deep understanding of the dynamics between creators and their supporters.
- Speed, resourcefulness, and a go-getter attitude; you are proactive in identifying and solving problems.
- Deep passion for TikTok, mobile entertainment, social media, and popular culture.
As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship for any immigration-related benefits.
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Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143556 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
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