Ticketing Systems Product Ops Lead

TikTok Inc.; San Jose (CA); Vor Ort; USD 108.000 - 209.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time

Zusammenfassung

TikTok is seeking a Product Operations specialist to lead the strategy and day-to-day operations of our ticketing systems and operational workflows. This role will own operational planning, process optimization, performance monitoring, and cross-functional execution to ensure efficient and scalable support operations.

The ideal candidate is highly analytical, thrives in ambiguous environments, and has a proven ability to drive projects across multiple stakeholders.

Qualifikationen

• Bachelor's degree or equivalent practical experience in a related field.
• 3+ years in Product Operations, Business Ops, or Program Management.
• Experience leading cross-functional initiatives across Product, Engineering, and Ops.
• Experience with ticketing platforms (Zendesk/Jira) and performance metrics.
• Strong analytical skills and data-driven problem solving.
• English and Chinese proficiency for collaboration with global partners.

Aufgaben

• Operations Strategy & Planning: Translate strategy into quarterly/annual goals for ticketing systems and workflows.
• Operational Excellence: Manage day-to-day ticketing ops, campaigns, and SOP-aligned execution.
• Process Optimization: Design end-to-end workflows, standardize processes, and scale operating models.
• Data Analytics & Performance: Build dashboards and reports to monitor KPIs and health.
• Cross-Functional Leadership: Partner with Product, Engineering, CS, Commercial, and Algorithms.
• Voice of the Customer: Synthesize feedback to influence roadmaps and user experience.
• AI & Operational Innovation: Leverage AI to improve efficiency and scalability of support.
• Team Enablement: Develop playbooks, documentation, and training for the team.

Kenntnisse

Cross-functional collaboration

Project management

Analytical skills

English and Chinese proficiency

Ausbildung

Bachelor's degree or equivalent

Tools

Zendesk

Jira

Jobbeschreibung

TikTok is seeking a Product Operations specialist to lead the strategy and day-to-day operations of our ticketing systems and operational workflows. This role will own operational planning, process optimization, performance monitoring, and cross-functional execution to ensure efficient and scalable support operations.

The ideal candidate is highly analytical, thrives in ambiguous environments, and has a proven ability to drive projects across multiple stakeholders.