Subject Matter Expert, Signals - MPO

TikTok; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

TikTok is seeking a Monetization Product Operations specialist to support Vendor/BSO operations and post-sales workflows within the Product Strategy & Operations team. You will collaborate with Sales and product teams to improve SOPs, tooling, and the overall customer experience.

In this role you will train Vendor agents, review escalations, and help AI TPS learn from real cases. You will maintain the single source of truth for vendor handling and help prioritize changes that impact launch

Qualifications

• Vendor/BPO operations experience in a support environment.
• Analytical skills to identify root causes and translate findings into improvements.
• Experience developing and delivering training content.
• Experience owning or maintaining SOPs/knowledge content.

Responsibilities

• Run targeted training for Vendor agents on issues, workflows, and quality expectations.
• Conduct case reviews to identify gaps in processes, SOPs, or tooling.
• Track failure patterns and translate findings into improvement asks.
• Prioritize gaps affecting launch readiness, onboarding quality, or partner trust.
• Own online SOPs as the single source of truth and keep them updated.
• Label cases by issue type and resolution path to support AI TPS training.
• Review AI TPS outputs for accuracy and policy alignment.
• Provide structured feedback to AI TPS teams on errors.

Skills

Vendor operations

Quality assurance

Training content

SOP ownership

Excel

Cross-functional comms

Written communication

Job description

Responsibilities

About the team

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.

• Run targeted training for Vendor agents on recurring issue types, priority workflows, and quality expectations, including onboarding and refresher courses
• Conduct case reviews and deep dives into repeated escalations, low-quality resolutions, and unclear handoffs to isolate process, SOP, training, or tooling gaps
• Track common failure patterns by category and convert findings into clear improvement asks for GTPS, PMM, or Vendor operations
• Prioritise gaps that directly affect launch readiness, onboarding quality, partner trust, or resolution speed
• Own online SOPs as the single source of truth for Vendor handling, SME review, and escalation decisions, keeping them updated with process changes, edge cases, required evidence, and escalation boundaries
• Remove outdated or conflicting guidance so Vendor agents do not rely on offline knowledge or inconsistent local practices
• Label historical and new cases by issue type, correct resolution path, escalation trigger, and ideal response quality to support AI TPS training data
• Prioritise labeling for high-volume routine tickets and categories where AI TPS can safely automate once quality gates are met, flagging ambiguous cases for human handling
• Review AI TPS outputs for accuracy, completeness, tone, policy alignment, and correct SOP usage
• Compare AI recommendations against best-agent human handling to identify where AI is ready for autonomy versus where it still needs guardrails
• Define quality thresholds for routine closure, escalation, and human review
• Provide structured feedback to AI TPS teams on wrong categories, weak reasoning, missing SOP coverage, poor escalation decisions, and unclear partner guidance
• Convert repeated AI errors into SOP updates, new examples, evaluation cases, or revised automation boundaries
• Use Vendor and SME observations to continuously improve the AI bot and the human escalation model

Qualifications

Minimum Qualification(s):

• Prior experience in vendor/BPO operations, quality assurance, or training within a support operations environment
• Analytical experience identifying root causes and translating findings into actionable process or SOP improvements
• Proficient in developing and delivering training content, including onboarding and refresher programs
• Experience owning or maintaining SOPs/knowledge management content in a structured, source-of-truth format
• Strong analytical skills with proficiency in data tools (e.g. Excel)
• Experience communicating with both vendor-facing and cross-functional/internal audiences
• Strong oral and written communication skills

Preferred Qualification(s):

• Familiarity with AI-assisted or automated support tools (data labeling, quality evaluation, or feedback loops) a plus

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.