User Support Operations Manager - USDS
: Job Details :

Responsibilities About TikTok U.S. Data SecurityTikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ( USDS ) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.Why Join UsCreation 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.Team IntroOur 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 people leader to join our Nashville office.The User Support Operations Manager will be responsible for leading a quickly growing team of various functions (analysis, workforce management, strategy operations, communications, tools and reporting) to both optimize our support function and bridge the gap between Support and cross functional partners such as Product, Engineering, and Research. You'll define operational levers and lead in their adjustment to support our evolving needs. You'll focus on facilitating insights of both the Support operation and our diverse community of users, optimizing service levels, and ensuring that our team has all of the right processes in place to maintain a high level of productivity. You'll be empowered to shape and deliver scalable processes in a rapid growth environment. A deep respect for TikTok users and an entrepreneurial spirit with a penchant for systems thinking and self-starting are critical for success in this role.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.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 productivity and quality goals to ensure a world-class user experience through continuous improvement of policy and process and products.- Guide a team of analysts and project managers in analyzing user feedback data and tools. Create a sustainable closed loop insights sharing process to ensure key learnings from the TikTok community in relation to product launches, key functionality and general feedback are widely known among key cross functional partners.- Partner with various Product and Data 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.- 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- 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.- Excellent data analysis acumen. Proficiency with spreadsheet software including experience with SQL.- 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 skillsPreferred Qualifications- 6+ years in a similar role or function with a focus on Support operations.- Thorough understanding of Workforce Management strategies within a Support context- 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.D&I StatementTikTok 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.Accommodation StatementTikTok 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 Data Security StatementThis role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.