Travel Services Operations Advisor - AMS

TikTok; San Jose (CA); On-site; USD 97,000 - 137,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Parental leave

Disability insurance

Life insurance

Wellbeing benefits

Paid holidays

Job summary

TikTok is seeking a Travel Services operations professional to lead regional service delivery, manage suppliers, and optimize processes for a fast-growing global mobility program. You will work cross-functionally with internal teams to ensure consistent travel experiences and policy adherence, while driving efficiency and service quality across the region.

The role requires 3+ years in business travel or customer service, a Bachelor's degree, and a proactive, detail-oriented mindset to support

Qualifications

• Bachelor's degree or higher with 3+ years in business travel, customer service, or service improvement.
• Strong learning ability and ability to adapt to fast pace, global business awareness.

Responsibilities

• Operate travel services in the region and resolve escalated complaints.
• Manage OnCall BPO customer service and adjust service delivery standards.
• Coordinate with internal/external teams on cross-border mobility projects.
• Research and analyze data to identify policy/system improvement points and drive optimization.
• Contribute to building a travel operation system and improve delivery capabilities.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

Bachelor's degree

Job description

About the Team

Travel Services is a part of the Global Mobility Services department. We are committed to supporting the business travel services of TikTok employees, and through the professional management of business travel resources, ensuring the implementation of standardized operation processes and policies, as well as managing external suppliers to provide a good business travel service experience.

Responsibilities

• Responsible for the operation of travel services in this region, including but not limited to resolving escalated complaints, managing OnCall BPO customer service, adjusting service delivery standards and conducting performance evaluations, etc., to achieve continuous iteration of standardized systems and processes.
• Responsible for optimizing and managing the service system of travel suppliers in this region, controlling the service delivery quality of suppliers, and improving efficiency and quality.
• Responsible for following up and implementing special tasks related to travel services in this region, such as cross-border mobility projects, etc., collaborating deeply with relevant internal and external teams of local departments, and efficiently and effectively promoting project completion.
• Through continuous research, interviews, and Data Analysis, identify the regional adaptability and optimization points of travel policies and the Hi Travel system, provide feedback, and drive the policy and system product teams to optimize and resolve issues.
• Combining the company's travel characteristics and business development stage, assist the team in building a travel operation system, and continuously improve the delivery capabilities of travel services and the global travel service experience.

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above, with 3+ years of experience in relevant fields such as business travel, customer service, or service improvement.
• Strong learning ability, good at active thinking to adapt to a fast working pace. In-depth understanding of the company's business characteristics and business travel development stage from a global perspective.

Preferred Qualification(s)

• Be patient, resilient and proactive, with strong attention to details.
• Strong sense of responsibility, customer-service driven, with good communication skills and teamwork spirit.

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.

TikTok Accommodation

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://tinyurl.com/RA-request

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $97200 - $136800 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.