Business Operations Scaled Support Manager

hace 2 semanas


Ciudad de México, Ciudad de México Tiktok A tiempo completo

About the Role

The Global Monetization Strategy & Operations (MSO) organization is crucial to driving TikTok's advertising business growth. As a Help Desk Manager, you will oversee sales support operations, lead system troubleshooting, and launch strategic initiatives by analyzing data and enhancing the performance of sellers around processes and policies.

Responsibilities

Our ideal candidate will possess 5+ years of experience in a support function, sales support being a plus. You will lead cross-functional teams to redesign and streamline processes for enhanced efficiency and effectiveness. You will also collaborate with senior leadership to align process improvements with the overall business strategy.

Key Responsibilities Include:

  1. Process Reengineering: Assess current organizational processes, identify areas for improvement, and implement best practices and industry standards to optimize workflows.
  2. Strategic Thinking: Analyze market trends, competitor strategies, and 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.
  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.
  5. Feedback, Documentation and Trainings: Provide constructive feedback to support analysts on their communication skills, issue resolution techniques, and implementation of the support processes.
  6. Process Improvement: Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction.

Requirements

The ideal candidate should possess 5+ years of experience managing a ticket system and 3+ years of team management experience. You should have a bachelor's degree in a quantitative field, like industrial engineering. You should also have proficiency in Microsoft Office and Google products, specifically Excel and Google Sheets. Additionally, you should have 5+ years of experience with major sales CRM platforms, Order Management Systems, and Ads Platforms.

What We Offer

TikTok is committed to creating an inclusive space where employees can thrive. We offer a dynamic and fast-paced environment where you can grow and develop your skills. If you are a motivated and results-driven individual who is passionate about support operations, we encourage you to apply for this exciting opportunity.



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