Responsibilities
About TikTok

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.

About USDS

At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.

U.S. Data Security (“USDS”) is a standalone department of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

About the Team

The User Support Project Manager will report to the User Support Operations Manager and will support the Operations of the Support team with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about user support, are counted on as an organized and efficient leader in your current user support role, if you're a planner, work well under pressure, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok.

Responsibilities

• Deliver against ambitious productivity and progress metrics. Determine and define project scopes and objectives. Predict needs to reach objectives and manage resources in an effective and efficient manner. Providing project updates on a consistent basis to various stakeholders about strategy, adjustments and progress.
• Help increase TikTok’s US-based user support teams effectiveness, participating in process and documentation implementation, as well as timeline management, driving a team to meet lofty goals quickly and effectively.
• Be a role model - passionate about collaboration and working with cross functional teams. Communicating comes easily to you, and your peers all find you approachable. You will work cross functionally with the global project manager on the collaboration and support needs for all user support platforms.
• Represent the USDS org in facilitating conversations with the Tools & Reporting team for feature needs and bug resolution, oversee all ByteHi (support CRM) routing and set up, and drive tooling improvements and new implementations for the support team will all stakeholders.
• Evaluate opportunities to improve or excel, provide real-time feedback, and lead regular feedback sessions with User Support leaders to consistently improve the user experience.
• Stay up to date on the latest user support policies and monitor for resource updates consistently, so that we're always offering the most comprehensive support possible.
• Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback.
• Support 2-3 projects at one time that would improve the organization's efficiency, effectiveness, organization, and process improvement.

Qualifications

• User first. You cannot imagine a world in which you're not working in a user support function. You prioritize the user in everything you do. You consistently immerse yourself in the user experience.
• Cool, calm, and organized. You're a systems thinker with a track record of managing multiple complex initiatives concurrently. You thrive in a fast-paced environment and constant change energizes you. You establish proactive processes to handle known and unknown changes and consistently iterate upon existing systems.
• You motivate and inspire a diverse team. You achieve results with speed without sacrificing quality. You know how to create a sense of urgency and excitement. You work alongside the team modeling ideal behavior.
• Experienced in project management. A strong team mate who thinks clearly, and fosters strong relationships through great communication. An excellent understanding of user needs, and a passion to deliver a top experience through support. There's no project too big or small for you.
• Analytical and forward thinking. You analyze requests and needs in order to identify opportunities to improve forms and processes. Your feedback gets attention, and you work closely with Operations to create a trusting relationship to partner on, and implement, initiatives.
• Bachelor's degree or equivalent work experience
• 4+ years experience in a user focused customer service function with 2+ years of leadership or project management experience
• Expert use of CRM software, Google Sheets/Excel
• Strong analytical skills, attention to details, highly self-driven and results-oriented
• Excellent communication and presentation skills
• Proven ability to solve problems creatively, completing projects according to an outlined scope and timeline
• Six Sigma and/or PMP certification(s) is a plus
• Ability to take some late night/early morning cross functional tooling calls

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 accommodations@tiktok.com

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