Responsibilities
The Global BrandOps team provides best-in-class managed services support for Premium Brand (Reservation) Products, driving excellent customer service, revenue and aims to facilitate the transition of these products to Self-Serve.
Our teams comprise internal product specialists who enable flawless ad campaign executions, ensuring an optimized experience for clients, brand partners, Sales Teams and our product teams by providing technical and operational expertise by offering best-in-class service and product insights to uplevel platform capabilities for brands of all sizes.
Sitting within the Solutions Engineering and Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. Hunger to learn, Customer Centricity, Self-motivation, Attention to detail and ability to influence key stakeholders (internal and external) are all key skills.
We are looking for a leader who can manage a regional team of highly talented individuals across timezones that cover a wide range of technical responsibilities, from coordinating cross-functionally to trafficking campaigns, quarterbacking the campaign reservation process, supporting GTM of New Products and sharing product gaps with the Product teams to improve product-market fit. This person should be a player coach, proactive and a technical problem solver, interested in working collaboratively to support our evolving platform. Additionally, this team is constantly always looking to consistently drive more productivity and service product priorities without incremental headcount through levers like automation/self-serve, workflow and tooling improvements and vendorized operations.
Responsibilities:
- Manage and lead a team of Regional Brand Operations Specialists that own the set-up process, campaign management, and reporting for reservation, auction managed and other service campaigns.
- Support the Global Leader to ensure that the team delivers on the Northstars on Revenue, CSAT, Productivity, successful and error free campaign delivery both by the team and by vendor partners. Partner on setting and supporting KPIs that drive more efficiency, scale and go-to-market insights and support for the highest Product priorities.
- Monitor campaign delivery to ensure campaigns reach the target audience, run smoothly, and exceed brands’ expectations; this includes collaborating with teams on creative approvals, troubleshooting issues, managing scheduled and ad hoc report requests, and escalating issues to internal and external teams.
- Coach the team and individually provide inputs to client campaigns on effective campaign setup to meet client KPIs and serve as the key point of contact and support for Client Solutions in technical client communications.
- Serve as an SME for both FTE and TVC teams, troubleshoot, escalate and remediate technical platform issues in partnership with Product and Engineering support teams.
- Create, organize and distribute any technical/operational product documentation to support product teams in general ad platforms and feature walk-throughs.
- Participate in and deliver training that prepares internal teams for new products, workflows and other updates at regional and, global forums with GBS (Sales) and Product teams.
- Partner with Sales, Product, other SEO teams to collect customer feedback and identify opportunities to improve our products and services.
- Support Regional and Global Operational Reviews, MBRs, GBRs preparation and delivery with insights into operational efficiencies, supply-demand analysis, new product uptake, product gaps and share these gaps with leadership and cross-functional teams to influence their roadmap
- Manage regional relationships with cross-functional stakeholders across Sales & Product and develop solutions to alleviate transactional workload and collaborate to achieve common goals
- Lead project scoping and PILOT execution for white glove projects, touching upon internal stakeholders across Sales, Product & Engineering teams
- Lead with industry-relevant solutions around automation and optimization to drive better customer satisfaction and enhance trust in TikTok Ad Production workload and collaborate to achieve common goals
Qualifications
Minimum Qualification(s)
- 5+ years of ad ops experience on a programmatic or auction platform. Familiarity with self-serve and auction ad platforms
- 5+ years of team leadership with experience in driving revenue, productivity and product adoption goals
- Experience managing branding focused advertisers with a deep understanding of their challenges (preferably from agency background)
- Experience helping clients execute custom campaigns centered around KPIs
- Lead initiatives around optimizing workflows, reporting, analytics to drive greater customer impact and team efficiency.
- Ability to effectively translate technical language to non-technical stakeholders and demonstrated history of collaborating with cross-functional regional and global stakeholders.
Preferred Qualification(s)
- Experience with Digital Ads Products Ecosystem or new-age online and social media tech companies, managing mid to large-scale product operations . Experience with ad verification partners (IAS, DV, MOAT)
- Ability to proactively troubleshoot and problem solve quickly and through the proper escalation process
- Ability to analyze data and identify insights to assess campaign performance
About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
