Ticketing System Product Operations Specialist - Advertisement Team

TikTok
San Jose
Full timeFunction: Marketing & GrowthExperience: 3+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Cross-functional collaboration","Execution","Communication"]

Own the day-to-day and strategic operations of ticketing systems that support TikTok’s advertising customer service. You’ll optimize workflows and SOP-aligned execution, build dashboards to track SLA and operational health, and translate customer and market feedback into scalable improvements. Partner across Product, Engineering, Customer Service, Commercial, and Algorithms teams, leverage data and automation (including AI opportunities), and enable teams through documentation, playbooks, and training.

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FursaFursa
TikTok
TikTok
1 day ago

Ticketing System Product Operations Specialist - Advertisement Team

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Last checked: 12 hours agoStatus: Live

Job Summary

Own the day-to-day and strategic operations of ticketing systems that support TikTok’s advertising customer service. You’ll optimize workflows and SOP-aligned execution, build dashboards to track SLA and operational health, and translate customer and market feedback into scalable improvements. Partner across Product, Engineering, Customer Service, Commercial, and Algorithms teams, leverage data and automation (including AI opportunities), and enable teams through documentation, playbooks, and training.
Location: San Jose
Employment Type: Full time
Job Function: Marketing & Growth
Seniority: Mid level

Key Responsibilities

  • •Own operational planning for ticketing system-related business areas, translating strategy into quarterly and annual goals.
  • •Manage day-to-day ticketing operations and workflow execution, monitoring performance and resolving operational issues aligned to SOPs.
  • •Design and continuously improve end-to-end operational workflows by standardizing processes, creating playbooks, and implementing scalable operating models.
  • •Build operational reporting and dashboards to monitor SLA attainment, workflow efficiency, engagement, conversion, retention, and operational health.
  • •Partner cross-functionally to prioritize initiatives, leverage customer feedback to influence product roadmaps, and identify opportunities to streamline work with AI and automation.

Key Requirements

  • •3+ years of experience in Product Operations, Business Operations, Program Management, or related operational roles.
  • •Experience leading cross-functional initiatives across Product, Engineering, Customer Service, and Operations organizations.
  • •Experience managing operational projects and driving process improvements using structured project management methodologies.
  • •Experience with ticketing platforms such as Zendesk or Jira, including understanding operational workflows and performance metrics.
  • •Proficiency in Chinese and English to collaborate with global partners, including meetings and communication in Chinese.
Experience:3+ yearsSaaSCustomer service
Education:Bachelor's
Skills:AnalyticalProblem-solvingCross-functional collaborationExecutionCommunication
Languages:ChineseEnglish
Tech Stack:ZendeskJiraAsanaTrelloAIDashboardsKPIs

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn