Business Operations Scaled Support Manager, Mso
hace 7 meses
Responsibilities
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, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
**About the team**:
The high-performing Global Monetization Strategy & Operations (MSO) organization is essential to enabling TikTok's advertising business growth. We partner with business leaders in strategy setting, revenue planning, sales & client incentive policy-making, driving operational effectiveness in tooling and sales processes, and ensuring productive and fruitful partnerships cross-functionally across internal teams.
**About the role**:
As a Help Desk Manager, the responsibility is to oversee the sales support operations, own system troubleshooting and launch strategic initiatives by analyzing the data and enhancing the performance of sellers around processes and policies.
**What you will do**:
**1. Process Reengineering**:
- Assess current organizational processes and identify areas for improvement.
- Lead cross-functional teams to redesign and streamline processes for enhanced efficiency and effectiveness.
- Implement best practices and industry standards to optimize workflows.
**2. Strategic Thinking**:
- Collaborate with senior leadership to align process improvements with overall business strategy.
- Analyze market trends and competitor strategies to inform and enhance the organization's strategic initiatives.
- Develop and execute strategic plans that align with the company's long-term goals.
**3. Team Coordination**:
- Assign and prioritize projects based on their urgency and complexity, ensuring a balanced workload for team members.
- Provide guidance and support to team members, offering insights into complex issues and facilitating knowledge sharing.
**4. Performance Monitoring**:
- Regularly review key performance indicators (KPIs) related to Help Desk Metrics, including resolution times, adaptability, customer satisfaction, and other relevant data metrics to measure productivity and efficiency around established processes/systems.
- Identify trends or patterns in supporting data and take proactive measures to address any emerging issues, to proactively work on resolutions with XFN Leaders across Latam.
- Revise, Design & Implement strategies to improve team efficiency and effectiveness.
5. Feedback, Documentation and Trainings
- Provide constructive feedback to support analysts on their communication skills, issue resolution techniques, and implementation of the support processes.
- Produce SOP documents to enable sales on a self service process adaptation. Ex: FAQs docs, new SOP process, etc.
- Implement training programs or refresher courses for sales, and team members as needed to enhance the team's skills and knowledge.
**6. Process Improvement**:
- Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction.
- Collaborate with other departments, such as CRM team, Finance, Tax, Legal and others, to understand pain-points.
- Stay informed about best practices, by working with cross-functional global partners, to incorporate improvements into the ticket support system.
**Qualifications**:
- 5+ years of experience working in a support function, sales support is a plus.
- 3+ years of experience managing a ticket system is a plus.
- 3+ years of team management experience.
- Bachelor degree is a minimum, preferably in a quantitative field, like industrial engineering.
- Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality.
- Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.
- Strong communication, interpersonal, and presentation skills and a "can do" attitude.
- Ability to prioritize multiple projects and tasks and manage time effectively.
- Proficiency in Microsoft Office and Google products (specifically Excel and Google Sheets).
- 5+ years with major sales CRM platforms (i.e. SalesForce, Insightly, Boostr, etc.), Order Management Systems (i.e. Operative, FatTail, Prisma, etc.) and Ads Platforms (i.e. Google Ads Manager, Facebook, Snapchat, etc.)
- Base location: Mexico City
- Fluent in Spanish and English, Portuguese is a plus
TikTok is committed to creating an inclusive space where employees ar
-
Program Manager, CRM Strategy
hace 7 meses
City, México TikTok A tiempo completoResponsibilities 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 Seattle, Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us Creation is the core of TikTok's purpose. Our platform is built to...
-
Business Operations Specialist
hace 6 meses
City, México Traba A tiempo completoTraba’s mission is to empower businesses and workers to reach their full productivity and potential. Traba is a technology company that is revolutionizing the broken staffing industry through a marketplace that connects light industrial businesses with reliable talent while providing workers with flexible and meaningful opportunities. By connecting both,...
-
Manager I, Operations
hace 2 semanas
Mexico City Amazon A tiempo completoWhen you join Amazon as an Area Shift Manager, you’ll gain experience leading a large and diverse team to make sure your area of the business keeps pace with demand. In this hands-on role, you’ll learn about the complexity of operations at a global business and what it takes to make everything run seamlessly. While you implement your team’s approach to...
-
Manager I, Operations
hace 1 mes
Mexico City Amazon A tiempo completoWhen you join Amazon as an Area Shift Manager, you’ll gain experience leading a large and diverse team to make sure your area of the business keeps pace with demand. In this hands-on role, you’ll learn about the complexity of operations at a global business and what it takes to make everything run seamlessly. While you implement your team’s approach to...
-
Financial Operations Controller
hace 7 meses
City, México Dawn Foods A tiempo completoDawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people,...
-
Operations Manager
hace 6 meses
City, México Executive Placings A tiempo completo**Job Overview**: **Date Posted**: Posted 3 hours ago- **Location**: Zanzibar City, Zanzibar- **Job Title**: Operations Manager (Lodge)- **Education Level**: Diploma- **Job Level**: Management- **Minimum Experience**: 8 - 10 Years**Operations Manager required for a job vacancy in Zanzibar.**: Exclusive Lodge is looking for an experienced Operations Manager...
-
Business Operations
hace 3 meses
City, México Fresh Consulting A tiempo completo**Main Responsibilities and Tasks**: *** ***: - **Operational and financial analysis****: - **Support business growth through prospecting, sales, and proposal development****: - **Develop strategic business plans and new initiatives****: - **Manage operational and administrative processes*** *** **Job Objectives and Goals**: *** ***: - **Assigned...
-
Legal Administrator
hace 3 meses
City, México Hays Business Support A tiempo completoJob Reference: 1467446371-2 - Date Posted: 9 October 2024 - Recruiter: Hays Business Support - Location: City, London - Salary: £28,000 to £30,000 - Bonus/Benefits: £28-30k - Sector: Business development, Print - Job Type: Permanent **Your new company** Permanent opportunity for a growing legal firm based in the heart of London are seeking a legal...
-
Business Development Manager, Product Certification
hace 6 meses
City, México BSI A tiempo completoGreat that you're thinking about a career with BSI! About the role: The _Bus_iness Development Manager, Product Certification _maintains and expands relationships with strategically important large customers and coordinates BSI global engagement with those customers. Assigned to large customers, the individual is responsible for achieving sales targets to...
-
Business Analyst, Support, Regulatory Solutions
hace 7 meses
City, México Adenza A tiempo completoCalypso Technology and Axiom SL have merged to form a new company, Adenza. Play 00:00 01:07 Mute Enter fullscreen Play **Division Overview**: Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services,...
-
Revenue Planning Manager
hace 7 meses
City, México TikTok A tiempo completoResponsibilities 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, Singapore, Jakarta, Seoul and Tokyo. Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help...
-
Operations Project Manager Mexico
hace 6 meses
City, México Flix SE A tiempo completoWe're looking for a motivated and driven Operations Project Manager (f/m/d) in Mexico who will help drive the company to the next level and have direct influence on our success. For the upcoming years, we expect further growth in Latin America which is why we want to expand our strong, dynamic, and ambitious team in Mexico. This position will be based in...
-
Office Manager
hace 7 meses
City, México Kennedys A tiempo completo**Salary**:Competitive - **Office Region**:Latin America and Caribbean - **Office Location**:Mexico City - **Division/Department**:Facilities - **Working Pattern**:Full Time - Perm **Role Type**:Hybrid Kennedys is looking to recruit an Office Manager to support our Mexico office. Kennedys Mexico office has around 26 employees and is managed by two Partners....
-
Manager, Customer Support and Training
hace 12 horas
City, México Aspen Technology A tiempo completoThe driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of...
-
Strategy & Operations Manager (Customer Experience)
hace 7 meses
City, México Revolut A tiempo completoOffice: Mexico CityAbout Revolut People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from their...
-
Business Analyst, Support, Capital Markets
hace 7 meses
City, México Adenza A tiempo completoCalypso Technology and Axiom SL have merged to form a new company, Adenza. Play 00:00 01:07 Mute Enter fullscreen Play Division Overview Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a...
-
Business Development Manager
hace 2 semanas
Mexico City Sagan A tiempo completoJob Title: Business Development ManagerLocation: Remote (CST Time zone)Salary Range: up to 2000 USD + incentivesWork Schedule: Monday - Friday, 9:00 AM to 5:00 PM (CST)NOTE: INDEPENDENT CONTRACTOR POSITIONCompany Overview:Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international...
-
Financial Operations Manager
hace 3 meses
City, México PayJoy A tiempo completo**About PayJoy** PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the...
-
Lar Senior Service Manager
hace 7 meses
City, México AIG A tiempo completoWho we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse...
-
Global Customer Care Operations Manager
hace 7 meses
City, México Tala A tiempo completo**About Tala** Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions - and our plan is to serve millions more, and have been named by the...