Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
About the team
As the Technical Program Management Lead, you will manage a high performing team that develops and implements customer support platform requirements serving User and Creator needs. You will work cross-functionally with product managers, engineering, program managers, operations, data science, policy, and communications teams; to achieve operational excellence and enhance the product end experience.
Your team will be responsible for enabling operational excellence through tooling and process, conducting user support analysis and evolving the support platform roadmap for improving the customer experience. You will establish tools and processes to effectively manage service enhancements while resolving high priority issues raised from various input channels. You will lead the monitoring of trends, patterns, find gaps and come up with solutions to address them. Based on your teams' findings, you will be using data and problem statements to influence other teams to make necessary improvements in customer support services and processes.
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You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to technical program management in user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space.
You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.
Responsibilities
- Build and lead a high-performing support enablement function, manage c- Build and lead a high-performing support enablement function, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services.
- Self-identify gaps, problems, needs and come up with robust solutions.
- Responsible for translating analyses into real business outcomes with specific and tailored performance drive actions to ensure business targets are achieved.
- You'll collaborate with cross-functional partners (operations, product management, data analytics, engineering, policy) to identify, assess and resolve related issues in our products and processes.
- Provide thought leadership to the Customer Support org and cross-functional stakeholders, partnering with Operations leads to converting raw data into actionable recommendations and strategies.
- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.
- Support the development of measurement goals and benchmarks for the Customer Support organization, helping teams to connect the work they're doing to measurable goals and to inform planning.
Qualifications
Minimum Qualifications
- You have experience in technical management of platform or product operations in either Customer Service, Trust and Safety, or related areas such as management of social networking platforms.
- You have 5+ years of experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
- You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
- You have the ability to translate action steps into a systematic process;
- You're passionate about helping the user and creator community;
Preferred Qualifications
- Quantitative skills, data-driven mindset, SQL or Excel skills a plus;