APAC Business Process Specialist, SMB

TikTok

Kuala Lumpur, Malaysia

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

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Position summary

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's SMB team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, or perhaps be discovered! From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, our SMB team combines operational expertise with a customer-centric mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small. We're looking for strategists that have high EQ, are skilled and passionate about supporting the SMB community. This person will create and establish systems, tools and processes leveraging the principles of problem management, by identifying and eliminating the causes of business problems or drive to reduce the impact from causes that cannot be eliminated or prevented. This role will be key in ensuring our programs, policies, systems and tools work together across our monetization ecosystem to create a seamless customer experience and drive continual service improvement. Our ideal candidates will have demonstrated success in the analysis and optimization of service workflows and experience working closely with product, engineering and IT to solve problems at scale through technology. Responsibilities: - Work with project teams that build processes to scale and establish sustainable growth - Work closely with cross-functional partners (sales, analytics, operation, product) to improve our SMB service & support systems - Plan and manage process and operations SMB projects from problem definition to final execution - Optimize sales processes to ensure best-in-class sales delivery and customer experience Minimum Qualifications: 1. 1+ years of work experience in process management, management consulting or other relevant process roles in high tech organizations 2. Experience with operations research, design thinking, and program management 3. Able to implement top down, data-driven approach Nice-to-Haves: 1. Previous experience in process or program management, or related certificates (PMP, CAPM etc) 2. Operations research or quality design experience 3. Background in online ad sales and customer experience 4. Understanding of the digital landscape and passionate about technology 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 believe individuals should not be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience.

What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.