Technical Product Specialist (VoC) - MPO - 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.

About the Team
The goal of Monetization Product Operations (MPO) is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

About the Role
As a Technical Product Specialist (VoC), you will be instrumental in discovering, analyzing, and converting customer feedback from various sources into actionable product requests. Your efforts will drive the engagement with Product Owners, ensuring that crucial customer feedback is adopted into the product roadmap. You'll also lead certain high business value special projects and initiatives which will be assigned to you depending on changing & dynamic business priorities. Success in this role will require a passion for working collaboratively with a variety of stakeholders, from external clients to internal Product, Engineering and Sales teams.

Be part of a dynamic and innovative team focused on shaping the future of TikTok's monetization products

Responsibilities:
- Subject Matter Expertise: Serve as the go-to expert for a specific area of TikTok Monetization Products, staying up-to-date with the latest features, updates, and industry trends. Partner with upstream technical specialists to gain product and troubleshooting knowledge. Manage escalations from agents and help them to resolve any technical customer issues.
- Customer Feedback Analysis: Collect, analyze, and interpret customer feedback from various channels, including surveys, support tickets, social media, and direct user interactions. Manage multiple sources of feedback and prioritize tasks efficiently.
- Product Requests: Translate customer feedback into detailed product requests, ensuring clarity and alignment with business objectives.
- Stakeholder Engagement: Foster strong relationships with Product Owners and cross-functional teams to advocate for customer needs and ensure their integration into the product development process.
- Roadmap Integration: Work closely with Product Owners to incorporate customer feedback into the product roadmap, prioritizing features and improvements that enhance user satisfaction and engagement.
- Feedback Loop: Establish and maintain a robust feedback loop with product owners to provide them with enough information to take action on the feedback received from customers
- Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer feedback, product improvements, and overall user satisfaction.
- Special Projects & Initiatives: Drive the responsibilities & be the accountable owner of certain special projects & initiatives that are high priority for the team's success

Qualifications

Minimum Qualifications
- Bachelor's degree in Computer Science, similar technical field of study or equivalent practical experience
- Minimum of 3 years of experience in a product management, customer success, or related role, preferably within a tech or social media company.
- Strong technical background with a deep understanding of ads monetization products and related technologies.
- Proficient in data analysis and interpretation, with the ability to draw meaningful insights from complex data sets.
- Excellent verbal and written communication skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.
- Highly organized, able to develop work plans and drive multiple initiatives forward, consistently following up on tasks and regularly communicating updates and statuses.

Preferred Qualifications
- SMB experience strongly preferred
- Proficient at leading and influencing across functions to achieve goals; fosters a shared sense of purpose.
- Adapts learning flexibly and applies knowledge to various situations.
- Conducts thorough research, extracts insights, and forms comprehensive perspectives from diverse information sources.
- Simplifies complex and innovative ideas, effectively mobilizing, inspiring, and influencing at all organizational levels.
- Curious and agile, eager to tackle unfamiliar challenges. Creative and proactive problem-solver, capable of identifying issues and implementing effective solutions

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