Ticketing System Product Operations Specialist - Advertisement Team

About our Team As part of Monetization Product Operations (MPO), our mission is to help businesses have seamless experiences with TikTok's advertising solutions by designing, scaling, and continuously improving the operational systems that support our products and customers.

The Product Operations team serves as the operational backbone for internal platforms and workflows that power technical support and customer service across the organization. We partner closely with Product, Engineering, Customer Service, Algorithms, and Operations teams to optimize ticketing systems, improve operational efficiency, and transform user feedback into scalable product improvements. By combining data-driven decision making, cross-functional execution, and emerging AI capabilities, we build operational frameworks that enable teams to deliver exceptional customer experiences at scale.

What we're looking for TikTok is seeking a Product Operations specialist to lead the strategy and day-to-day operations of our ticketing systems and operational workflows. This role will own operational planning, process optimization, performance monitoring, and cross-functional execution to ensure efficient and scalable support operations.

The ideal candidate is highly analytical, thrives in ambiguous environments, and has a proven ability to drive projects across multiple stakeholders. They are passionate about operational excellence, continuously improving processes through data and automation, and are excited about leveraging AI technologies to improve operational efficiency and user experience.

Responsibilities

• Operations Strategy & Planning: Own operational planning for ticketing system-related business areas, translating company strategy into measurable quarterly and annual goals focused on user growth, operational efficiency, SLA performance, and business outcomes.
• Operational Excellence: Manage day-to-day operations across ticketing systems, workflow execution, user support initiatives, and operational campaigns. Monitor business performance, resolve operational issues, and ensure high-quality execution aligned with established SOPs.
• Process Optimization: Design and continuously improve end-to-end operational workflows by identifying inefficiencies, standardizing processes, developing playbooks, and implementing scalable operating models that improve cross-functional efficiency.
• Data Analytics & Performance Management: Develop dashboards and operational reporting frameworks to monitor key performance metrics including workflow efficiency, SLA attainment, user engagement, conversion, retention, and operational health. Analyze trends and provide actionable recommendations that drive continuous improvement.
• Cross-Functional Leadership: Partner closely with Product, Engineering, Customer Service, Commercial, and Algorithm teams to prioritize initiatives, resolve operational challenges, and successfully deliver cross-functional projects. Collaborate with external vendors and partners when appropriate.
• Voice of the Customer: Collect and synthesize customer feedback, operational insights, and market trends to influence product roadmaps, improve user experience, and identify opportunities for innovation.
• AI & Operational Innovation: Identify opportunities to leverage AI technologies and automation to improve operational efficiency, streamline workflows, and enhance the scalability of support operations.
• Team Enablement: Support knowledge sharing, operational documentation, training, and team development initiatives that strengthen organizational capabilities and promote operational excellence. Minimum Qualifications
• Bachelor's degree in Business Administration, Operations Management, Computer Science, Marketing, or a related field, or equivalent practical experience.
• 3+ years of experience in Product Operations, Business Operations, Program Management, or related operational roles.
• Experience leading cross-functional initiatives across Product, Engineering, Customer Service, and Operations organizations.
• Experience managing operational projects and driving process improvements using structured project management methodologies.
• Experience working with ticketing platforms such as Zendesk, Jira, or similar systems, with an understanding of operational workflows and performance metrics.
• Strong analytical and problem-solving skills with experience using data to identify opportunities and drive operational improvements.
• Proficiency in Chinese and English is required to collaborate with global partners, including Engineering teams based in Mandarin-speaking regions. These interactions include leading and participating in meetings that are conducted in Chinese as well as corresponding in chat or emails.

Preferred Qualifications

• Experience operating SaaS platforms, customer service systems, or enterprise operational products.
• Familiarity with project management tools such as Asana, Trello, or similar collaboration platforms.
• Experience leveraging AI tools or implementing AI-driven operational workflows, with demonstrated curiosity and continuous learning in emerging AI technologies.
• Experience designing operational dashboards, defining KPIs, and presenting business insights to leadership.
• Strong execution skills with the ability to manage multiple priorities in a fast-paced, high-growth environment.
• Experience coaching teammates, developing operational playbooks, or contributing to team enablement initiatives.