User Operations Manager, TikTok LIVE - USDS

The TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partner organizations to create an environment that brings communities together in real-time to create meaningful and interactive connections around the globe.

As part of the US LIVE Operations Team, the User Product Operations Manager will be responsible for designing and operationalizing the end-to-end experience for our most valuable LIVE Users/Gifters. You will be the chief advocate for our top user base, translating their behaviors and feedback into scalable programs that drive satisfaction, retention, and long-term loyalty. This role moves beyond temporary campaigns to build a sustainable, best-in-class ecosystem for the LIVE User community.

Responsibilities

• User Experience Strategy: Develop and execute a comprehensive strategy to enhance the entire lifecycle of top LIVE Gifters, from onboarding to long-term engagement, ensuring a valuable and frictionless experience.
• Data-Driven Insights: Leverage deep data analysis to understand gifter behavior, identify pain points, and segment the user base. Translate these insights into actionable product, policy, and operational improvements.
• Program Development & Operationalization: Design, launch, and manage scalable programs aimed at improving gifter satisfaction. This includes developing VIP support channels, loyalty and recognition initiatives, feedback forums, and exclusive engagement opportunities.
• Cross-Functional Leadership: Collaborate closely with Product, Engineering, Data Analytics, Community, and Customer Support teams to champion gifter needs and drive the implementation of experience improvements across the platform.
• Feedback Loop Management: Establish and systematize feedback loops to continuously gather qualitative and quantitative sentiment from top gifters, ensuring their voice directly influences our strategic priorities.
• Compliance Expertise: Champion TikTok USDS Privacy, Safety, and Security guidelines to be the bridge between global business needs and USDS policy and form the utmost confidence in the security of TikTok LIVE business.

Minimum Qualifications

• Bachelor's degree or higher with 1+ years of experience in a strategy and operations role with a focus in areas such as user experience, customer success, VIP/loyalty program management, or community operations.
• An in-depth understanding of online communities, digital economies, and user motivation.
• Strong analytical mindset with experience in performing user segmentation, behavioral analysis, and/or churn analysis; you’re comfortable pulling your own data in SQL or modeling in Excel.
• Proven ability to work independently, manage complex projects with multiple stakeholders, and translate high-level strategy into day-to-day execution.

Preferred Qualifications

• Excellent communication and presentation skills with the ability to take complex user data and turn it into a compelling narrative that drives action.
• A user-centric and empathetic mindset with a passion for understanding user motivations and improving their journey.
• Experience in the live streaming space and a deep understanding of the dynamics between creators and their supporters.
• Speed, resourcefulness, and a go-getter attitude; you are proactive in identifying and solving problems.
• Deep passion for TikTok, mobile entertainment, social media, and popular culture.