About the Team

Tik Tok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

As the Technical Program Manager, you will develop and implement customer support platform requirements serving User and Creator needs. You will work cross-functionally with product managers, engineering, program managers, operations, data science, policy, and communications teams; to achieve operational excellence and enhance the product end experience.

You will be responsible for enabling operational excellence, conducting user support analysis and evolving the support platform roadmap for improving customer experience. You will establish tools and processes to effectively manage service enhancements while resolving high priority issues raised from various input channels.

You will conduct the monitoring of trends, patterns, find gaps and come up with solutions to address them. Based on your findings, you will be using data and problem statements to influence other teams to make necessary improvements in customer support services and processes.

You are passionate about the user and creator's 'Customer Support' experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to technical program management in user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space.

You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.

Responsibilities

• As a TPM, you'll be the bridge between various teams across countries, working closely with people from Product, Engineering, UI/UX, Data Analyst and various Customer Support operations teams, driving the end-to-end delivery of new products and features to market, inspiring creativity and bring joy to our users around the globe.
• Manage a variety of complex, cross-functional programs and lead all aspects of assigned programs delivery.
• Create and maintain the Roadmap for the teams you work closely with, along with the respective Engineering and Product leaders.
• Define the way of driving these programs and constantly find ways of improving this process in a data-driven manner. You'll be the owner of the collaboration process and tools.
• Self-identify gaps, problems, needs and come up with robust solutions.
• Responsible for translating analyses into real business outcomes with specific and tailored performance drive actions to ensure business targets are achieved.
• You'll collaborate with cross-functional partners (customer support operations, product management, data analytics, engineering, policy) to identify, assess and resolve related issues in our products and processes.
• Provide thought leadership to the Customer Support org and cross-functional stakeholders, partnering with Operations leads to converting raw data into actionable recommendations and strategies.

Minimum Qualifications

• BA/BS degree or above with 3+ years of project delivery or technical implementation background, plus strong organizational and interpersonal skills, will enable you to succeed in Tik Tok's fast paced environment.
• You have experience in technical management of platform or product services in either Customer Support, Trust and Safety, or related areas such as management of social networking platforms.
• You have a strong ability in planning and leading strategic complex programs with the ability to execute at a tactical level and complete project implementations

Preferred Qualifications

• Programming or System configuration experience, quantitative skills, data-driven mindset, SQL or Excel skills a plus
• You have the ability to work effectively in dynamic and fast-paced environments, with strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders
• You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams
• You have the ability to translate action steps into a systematic process
• You're passionate about helping the user and creator community

Additional Information

Tik Tok will be prioritizing applicants who have a current right to work in Singapore, and do not require Tik Tok sponsorship of a visa.