TikTok Looking for Quality Program Manager, Monetization Product Operations at Mountain View, CA Full Time

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire – for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountain View, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders. Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the voice of the customer is fed back into the products we develop for our team. The role is based in our Scaled Support function, which is growing fast to develop scalable technical support solutions, delivered via in-house and vendor teams.

Responsibilities:

• Manage the service QA framework as per service industry norms, including design and execution of all QA relevant grids for omnichannel L1 & 2 service programs
• Lead execution of quality assessments as per the framework across various attributes through in-house and external auditors as per the program needs
• Monitor and be responsible for all quality assurance metrics across assigned regions/products, conduct calibration session across time zones for global teams
• Lead CSAT & VOC models execution to ensure on-time actionable feedback is fed back into operations along with process improvement
• Design data models to assess QA trends & I/D Customer Exp failure points across Process, Product & operational workflows, collaborate with regional operations leaders to drive improvement
• Include/updated key workflow changes, operations process and infosec critical elements across the scoring mechanism
• Own and conduct business reviews with operations leaders, while engaging with training/coaching teams to drive actions and measure progress
• Engage in team wide process improvement initiatives and and ensure internal stakeholder & external advertiser touchpoint have top notch service quality
• Collaborate with vendors across service programs, standardize, train & execute on proprietary QA frameworks
• Engage and advise on the QMS technology & QA audit tool, assist in build, test & iterate cycle for the internal technology teams
• Conceptualize, sign off and execute on Six Sigma or COPC led process improvement projects and promote a culture of Operational Excellence

Qualifications

Qualifications:

• Extensive experience in the Quality domain at a leading technology or digital advertising platform
• Experience in leading large scale Product & CX operations audits efficiently with good understanding of QA scoring methodologies
• Fluent English is mandatory with excellent stakeholder management, communication & project management skills, additional languages are a plus
• Advanced Excel, Google Studio or Tableau skills are preferred
• COPC certified or Six Sigma experience is a plus
• Experience working with vendor teams and driving large scale QA audits/programs at scale is a plus

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 is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected].

Job Information

The base salary range for this position in the selected city is $86737 – $167200 annually.

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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.

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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:

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We cover 100% premium coverage for employee medical insurance, 80% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.