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.

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Responsibilities:

- Engage in 1:1 low touch consults with Sales/client teams on Signals and API products, troubleshoot and resolve queries
- Train vendor and FTE teams on signal products developing comprehensive troubleshooting guides
- Conduct API product program-level analysis to identify troubleshooting & resolution gaps and develop initiatives to address gaps
- Perform comprehensive quality assessments within the product domain through established frameworks
- Analyze assessment scores to identify trends in product shortcomings within processes and product
- Establish standardized formats for knowledge content and manage content within our in-house Knowledge Management tool.
- Oversee product training content to ensure global standardization of pillar training, encompassing thorough onboarding and refresher courses.
- Work closely with vendors to deliver refresher training to reduce product knowledge gaps
- Collaborate with internal technology teams to test the feature build of the Quality Management System (QMS) tool.
- Conduct calibration sessions with two vendors to address discrepancies in ticket handling.
- Provide guidance and support to vendors to uphold quality standards and implement measurable coaching mechanisms.
- Lead and facilitate business reviews with team leaders, actively engaging with cross functional stakeholders to implement strategies and track progress
- Gather product insights from diverse channels, both internal and external, and feed them into Product VOC Loops
- Transform insights into execution focussed plans and advocate for adoption among key stakeholders.

Qualifications

Minimum Qualifications:

- Minimum of 4+ years' experience in Technical Troubleshooting in the ad tech industry
- Analytical experience solving problems using data and providing actionable business insights
- Proficient in delivering product training
- Proficient in data analytics tools (e.g. Excel)
- Knowledge in visualization tools (e.g. Tableau/Power BI)
- Experience resolving and communicating about issues with both technical and non-technical audiences
- Strong oral and written communication skills

Preferred Qualifications:

- Experience working with SMEs

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.