Service Operation Manager, Emerging Product

The Emerging Product Engineering Team is the incubator for TikTok USDS JV's newest ventures in the US market. We are responsible for the end-to-end success of a diverse portfolio applications. We operate with a strong “0→1” mindset, prioritizing agility, rapid iteration, and creative problem-solving to build and scale products.

We are looking for a Product Operation Manager to join our team，you will be responsible for overall business strategy and building service processes and capabilities for North America services , building a complete pre-sale/in-sale/after-sale service business process and standard covering the whole full lifecycle service journey, building online services, offline services, technology & Maintenance capabilities, spare parts management, consumer self-service operation and service IT operation management capabilities to ensure the consistency of service standards and consumer service experience.

Responsibilities

• Responsible for the operational management of North America hotline services, including the operation and quality management of the hotline center, and the capacity building of self-service (APP, official website, intelligent services, etc.)
• Responsible for overall consumer daily issue feedback management, organizing and analyzing user requests, promoting product quality improvement and iterative optimization, and enhancing consumer experience
• Responsible for the preparation, construction, and management of service capabilities during the new product launch process, building North America market service technical and training capability

-Responsible for the analysis and management of North America market consumer voices, handling and following up different service channels consumer upgrade issues, feedback the upgrade issue to RD and pushing related department (product/quality department) continuously improves and enhances product quality and consumer experience

• Responsible for product quality repair and consumer on-site service operation management, including the introduction of repair suppliers, management of repair centers, and management of returns and exchanges

Minimum Qualifications

• Bachelor's or higher degree, minimum 4 years in 3C electronic product service leadership role, ideally within call center, user management related work experience
• Works conscientiously, responsibly, proactively, with strong execution and stress resistance capabilities, and good teamwork
• Have experience in negotiating with, cooperating with, and introducing service providers; experience in building service suppliers or offline product repair service networks

Preferred Qualifications

• Technical background in 3C electronic products