Operational Excellence Lead - LATAM Monetization Strategy & Operations - São Paulo

About the job

Responsibilities
Team Introduction
The high-performing Global Monetization Strategy & Operations (MSO) organization is essential to enabling TikTok's advertising business growth. We partner with business leaders in strategy setting, revenue planning, sales & client incentive policy-making, driving operational effectiveness in tooling and sales processes, and ensuring productive and fruitful partnerships cross-functionally across internal teams.

About the Role
As a Operational Excellence Lead, the responsibility is to oversee the sales support operations, own system troubleshooting and launch strategic initiatives by analyzing the data and enhancing the performance of sellers around processes and policies.

Responsibilities
1. Process Reengineering & improvements:
- Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction. Assess current organizational processes and identify areas for improvement.
- Collaborate with other departments, such as the CRM team, Finance, Tax, Legal and others, to understand pain points. Lead cross-functional teams to redesign and streamline processes for enhanced efficiency and effectiveness.
- Stay informed about best practices, by working with cross-functional global partners, to incorporate improvements into the ticket support system. Implement best practices and industry standards to optimize workflows.
2. Strategic Thinking:
- Collaborate with senior leadership to align process improvements with overall business strategy.
- Analyze market trends and competitor strategies to inform and enhance the organization's strategic initiatives.
- Develop and execute strategic plans that align with the company's long-term goals.
3. Team Coordination:
- Assign and prioritize projects based on their urgency and complexity, ensuring a balanced workload for team members.
- Provide guidance and support to team members, offering insights into complex issues and facilitating knowledge sharing.
4. Performance Monitoring:
- Regularly review key performance indicators (KPIs) related to Help Desk Metrics, including resolution times, adaptability, customer satisfaction, and other relevant data metrics to measure productivity and efficiency around established processes/systems.
- Identify trends or patterns in supporting data and take proactive measures to address any emerging issues, to proactively work on resolutions with XFN Leaders across Latam.
- Revise, Design & Implement strategies to improve team efficiency and effectiveness.
5. Feedback, Documentation and Trainings:
- Provide constructive feedback to support analysts on their communication skills, issue resolution techniques, and implementation of the support processes.
- Produce SOP documents to enable sales on a self service process adaptation. Ex: FAQs docs, new SOP process, etc.
- Implement training programs or refresher courses for sales, and team members as needed to enhance the team's skills and knowledge.

Qualifications
Minimum Qualifications
- 5+ years of experience working in a support function;
- Bachelor degree is a minimum, preferably in a quantitative field, like industrial engineering;
- Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality, and evaluate problems from multiple perspectives and apply critical thinking skills;
- Strong communication, interpersonal, and presentation skills and a "can do" attitude;
- Ability to prioritize multiple projects and tasks and manage time effectively;
- Proficiency in Microsoft Office and G Suite;
- Sales CRM platforms experience: Order Management Systems and Ads Platforms.

Preferred Qualifications
- 3+ years of experience managing a ticket system;
- Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.

About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.


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.


TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request