Senior Platform User Experience Operations Specialist - San Jose

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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.

The Trust and Safety platform team is responsible for protecting our users from harmful content and abusive behaviors. With the continuous efforts of our trust and safety platform team, TikTok can provide the best user experience and bring joy to everyone in the world.

The User Experience Enhancement team is dedicated to ensuring the satisfaction and experience of platform users. We achieve this by establishing a comprehensive User Experience Measurement system in collaboration with data science, analyzing user feedback and issues through root cause analysis, and conducting regular user satisfaction surveys.

Additionally, we drive issue governance initiatives and collaborate with cross-functional teams to enhance products and systems, all with the overarching goal of continuously improving the platform user experience.

Responsibilities

• Possess a profound comprehension of various business scenarios and exhibit agility in adapting to new platforms. Cluster and analyze user feedback to derive actionable insights.
• Present optimization recommendations derived from comprehensive analysis and actively collaborate with cross-functional teams to drive forward governance projects.

Engage closely with Data Science, Engineering, and Product teams to advance system optimization and enhance performance based on project outcomes.

Methodically categorize, quantify, and analyze the multi-faceted experience factors of the platform. Establish a comprehensive experience measurement system by coordinating with relevant stakeholders to identify pertinent experience indicators.

Support teams in enhancing their key performance metrics.

Proactively identify users' pain points through regular surveys and facilitate resolutions to pertinent issues, thereby enhancing overall user satisfaction.

Qualifications

Minimum Qualifications :

• Bachelor's degree with minimum of 5 years of experience in online user or product operations
• Proficient in interpreting data indicators, especially in assessing the performance metrics of online business products.

Skilled in constructing visual dashboards and presenting insightful reports through data analysis.

• Excellent communication and collaborative abilities across teams, including global users and business partners. Capable of effectively engaging with colleagues across various time zones.
• Demonstrates resilience under pressure, exhibiting strong logical thinking and adept problem-solving skills.
• Highly self-motivated and actively engaged in tasks.

Preferred Qualifications :

• Experience in user experience optimization
• Flexibility and willingness to support other projects when necessary

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.

If you need assistance or a reasonable accommodation, please reach out to us at https : / / shorturl.at / cdpT2