User Support Operations Manager

Los Angeles, CA

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why join us: Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive.


This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. 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. About the Team: The User Support Operations team promotes the team with the goal of providing TikTok users a superior experience. You like moving quickly, and you believe in the power of TikTok.


Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week.


We're looking for a self-motivated Program Lead to join our Los Angeles office. The User Support Program Lead will report to the User Support Operations Manager and will support the entire team with the goal of providing TikTok users a superior experience.


You like moving quickly, and you believe in the power of TikTok.


Responsibilities:

  • Build a cohesive team of various operational support functions through effective hiring with a focus on diversity. Effectively manage a high performing team of multiple functions through vision creation, focused goal setting, and effective coaching.
  • Partner with Support leadership to meet aggressive productivity and quality goals to ensure a world-class user experience through continuous improvement of policy and process and products.
  • Partner with various Product, Data and Tooling teams to drive continuous improvement in the tooling and scalability of our User Support team.
  • Oversee the workforce management function of our growing Support team resulting in appropriate distribution of overall incoming support case volume across all Support workflows, overseeing front-line Associate forecasting and maximizing efficiency.
  • Oversee the Support quality assurance (QA) function. Build a team of QA experts and guide them in creating a scalable QA program applicable to all areas of Support.
  • Implement project planning and management best practices across the Support function resulting in improved velocity and success of new process and program implementation.
  • Oversee project and program management functions of the User Support team to effectively continue scaling.


Qualifications

Minimum Qualifications:

  • 5 years in a similar role or function with a focus on Support operations.
  • Clear passion for TikTok and respect for the TikTok community. You've got a hunger to continually improve the user experience
  • you genuinely care about our users' experience.
  • Proven track record of building effective diverse teams of various Support


Related functions:

  • Demonstrated track record of effective resource management driving a low cost highly efficient Support, or similar, business.
  • Experience creating an effective voice of the user/customer program.
  • You know how to inspire cross functional partners to take action to improve the user experience through sharing effective data-based narratives.
  • Understanding of key elements to create and execute scalable quality assurance across multiple Support functions.
  • Ability to take some late night/early morning cross functional tooling calls


Preferred qualifications:

  • Excellent data analysis acumen. Proficiency with spreadsheet software including experience with SQL is a plus.
  • First-class communication skills and the proven ability to present detailed analysis, assumptions, and recommendations succinctly.
  • Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation. 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience.


We are passionate about this and hope you are too.


TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2


For Pay Transparency - Compensation Description (Annually)


The base salary range for this position in the selected city is $104.711-$158.222 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.​


Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life.


We offer the following benefits to eligible employees: ​

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match.


As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​


Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​


We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

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