Advertising, Analysis Skills, Computer Science, Customer/Client Research, Data Analysis, Hubs, Identify Issues, Localization, Mathematics, Problem Solving Skills, Project/Program Management, Root Cause Analysis, Sales, Search Engine Optimization (SEO), Standard Operating Procedures (SOP), Statistics, Technical Support, Technical/Engineering Design
About the team
As Solutions Engineering and Operations team (SEO), our goal is to help businesses have seamless experiences with our advertising solutions by designing and scaling technical solutions and support processes to resolve technical issues within our ads delivery product. We're a global team with regional hubs in the US, Singapore, China, and London etc.
Responsibilities
- Collaborate closely with the PM and RD teams to jointly develop the SOP for issue troubleshooting in the non-China commercialized Product scenario. The SOP shall include, but not be limited to, issue classification and root cause definition, outlier definition for issues, and solution strategies. Continuously update the SOP based on product iterations and customer feedback, and confirm the implementation mechanism with the XFN teams to ensure the efficiency and quality of issue resolution.
- Conduct drill-down data analysis, build a diagnostic decision tree based on the root cause analysis, and drive the development of automated troubleshooting tools and intelligent diagnostic capabilities.
- Work closely with PM, RD, Sales teams to track the cross-cross projects progress, identify the blockers, drive the agreement among various stakeholders to achieve the ultimate goal
- Gain in-depth understanding of TikTok Advertising products and issue troubleshooting processes, oversee the end-to-end process of issue localization and resolution, analyze the factors affecting issue handling efficiency, and propose optimization suggestions to improve resolution efficiency.
- Establish regular alignment mechanisms with the PM and RD teams, and participate in their monthly/quarterly meetings.Minimum Qualifications
- Bachelor's degree or above; majors in Statistics, Mathematics, Computer Science, or related fields are preferred.
- At least 3 years of relevant work experience in product operations.
- Strong sense of innovation, clear logical thinking, and proficient in data analysis. Possess strong project promotion capabilities, as well as experience in cross-team collaboration and project management.
- High self-motivation, strong learning ability
- High enthusiasm for result-oriented operations, and are willing to commit to it long-term.
Preferred Qualifications
- 5+ years of relevant work experience in product operations.