User Experience Strategy Manager - TikTok LIVE

About TikTok
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.

Why Join Us
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.

Responsibilities
About the Team

The TikTok LIVE team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries and create a strong user experience journey.

Responsibilities:

- Responsible for initiating Livestream user support mechanisms including product tools, operation metrics and management strategies;

- Drive and manage users and TCN partners operational service projects with internal and external cross-functional teams to globally launch user support mechanisms;

- Design actionable and measurable SOPs for service teams to provide excellent user support;

- Perform deep dives of business pain points and identify key roadmap to keep iterating up-to-date strategies.

Qualifications
Minimum Qualifications:

- Bachelor degree or above, with over 5-years of working experience in developing user operation or customer experience strategy;

- Decent data analyzing skills(eg, SQL) to develop actional roadmaps as business grows.

Preferred Qualifications:

- Rich customer experience and professional knowledge, familiar with various management principles and methods, as well as a proven ability to do crisis handling;

- Proven skills in understanding users, creating new process SOPs and optimization of existing user support strategies;

- Possess excellent business communication skills and outstanding business execution.