7d 5h ago
Team Lead
TikTok·Sales/Customer Success/Key Account Management · Social Media
🏢Hybrid
|Kuala Lumpur, Malaysiadata
Team Lead
TikTok | Sales/Customer Success/Key Account Management | Social Media
Hybrid
Full Time
Malaysia, Kuala Lumpur, Los Angeles, Singapore, New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, Tokyo
Source not independently verified
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About the team
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.
The Global E-commerce Ops Team is responsible for capturing and identifying users' commerce intentions and operating the whole process to promote GMV. This team focuses on building and strengthening user awareness that they can shop on TikTok, enhance the usage frequency of the search function, and stimulate users's e-commerce search needs, while improving users' search experience, accelerating the e-commerce business to grow.
What I will be doing:
- Leading, managing, recruiting & developing the local search operation team, helping them to achieve their full potential and maintain high standards & quality of work
- Being responsible for ensuring that all services are delivered within the framework of TikTok's core values and in line with existing policies & procedures
- Being responsible for leading the team to perform policy, process & strategies localization, BPO quality management, Quality assurance, RCA, data analysis & deep dives, making reports & policy recommendations and strengthening the team's understanding of Search Ops policies.
- Continuously evaluate outcomes, manage performance, establish and optimize the workflow and SOPs, report, analyse, and optimize quality process to ensure productivity, quality, effect and efficiency goals can be met.
- Being responsible for cooperating with cross-functional teams such as product, research & development teams to optimize search strategies and improve users' search experience.
- Being responsible for landing new projects and providing high quality training to BPO site.
- Actively promoting and supporting inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and goals.
- Creating an inspiring team environment with an open communication culture, utilising clear goals and objective setting to help the team succeed.
- Additional compatible and related responsibilities which are not necessarily listed above.
- Willing to work with sensitive issues that include child exploitation, a variety of religious and political views, violence, adult & sexual content
Minimum Qualifications
- Bachelor's Degree or equivalent education/experience, advanced degree is preferred
- 3+ years’ experience working on quality management in a major tech or media company, experience in Search operation is a plus
- Recent and minimum 2 years experience as Team Lead/Content Manager/ Technical Lead [Strong people management skills and currently managing large teams with diverse skills.]
- General knowledge about Search Engineering/Search engines and Search related strategies.
- Fluency in Mandarin is required for interacting with Mandarin-speaking stakeholders, plus fluency in English as the primary working language.
Preferred Qualifications
- Deep understanding of online safety, privacy, and expression issues
- Strong attention to details and ability to work independently
- Possesses good interpersonal skills, demonstrate good judgment, training and coaching skills
- Proven track record of working with cross-functional partners, across different countries, ideally have experience with different markets/region
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.
The Global E-commerce Ops Team is responsible for capturing and identifying users' commerce intentions and operating the whole process to promote GMV. This team focuses on building and strengthening user awareness that they can shop on TikTok, enhance the usage frequency of the search function, and stimulate users's e-commerce search needs, while improving users' search experience, accelerating the e-commerce business to grow.
What I will be doing:
- Leading, managing, recruiting & developing the local search operation team, helping them to achieve their full potential and maintain high standards & quality of work
- Being responsible for ensuring that all services are delivered within the framework of TikTok's core values and in line with existing policies & procedures
- Being responsible for leading the team to perform policy, process & strategies localization, BPO quality management, Quality assurance, RCA, data analysis & deep dives, making reports & policy recommendations and strengthening the team's understanding of Search Ops policies.
- Continuously evaluate outcomes, manage performance, establish and optimize the workflow and SOPs, report, analyse, and optimize quality process to ensure productivity, quality, effect and efficiency goals can be met.
- Being responsible for cooperating with cross-functional teams such as product, research & development teams to optimize search strategies and improve users' search experience.
- Being responsible for landing new projects and providing high quality training to BPO site.
- Actively promoting and supporting inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and goals.
- Creating an inspiring team environment with an open communication culture, utilising clear goals and objective setting to help the team succeed.
- Additional compatible and related responsibilities which are not necessarily listed above.
- Willing to work with sensitive issues that include child exploitation, a variety of religious and political views, violence, adult & sexual content
Minimum Qualifications
- Bachelor's Degree or equivalent education/experience, advanced degree is preferred
- 3+ years’ experience working on quality management in a major tech or media company, experience in Search operation is a plus
- Recent and minimum 2 years experience as Team Lead/Content Manager/ Technical Lead [Strong people management skills and currently managing large teams with diverse skills.]
- General knowledge about Search Engineering/Search engines and Search related strategies.
- Fluency in Mandarin is required for interacting with Mandarin-speaking stakeholders, plus fluency in English as the primary working language.
Preferred Qualifications
- Deep understanding of online safety, privacy, and expression issues
- Strong attention to details and ability to work independently
- Possesses good interpersonal skills, demonstrate good judgment, training and coaching skills
- Proven track record of working with cross-functional partners, across different countries, ideally have experience with different markets/region
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
f:Required Skills
data
Required Languages
🇬🇧 English, 🇨🇳 Chinese
Key competency: Sales/Customer Success/Key Account Management