User Experience Strategy Manager - TikTok LIVE

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.

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.