Program Manager, Platform Governance and Operations

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.



The Platform Governance and Operations team is responsible for driving product adoption, governance, user satisfaction and loyalty of our internal CRM platform.



The Global Platform Governance and Operations team is seeking a Program Manager to join us. In this role, you will work with the product, monetization strategy, sales and other cross-functional teams to develop and activate internal tooling strategies that will foster efficiency and effectiveness.



The ideal candidate must demonstrate strong business acumen, a passion for system and programmatic solutions, product positioning skillsets, exhibit excellent problem solving, analytical mindset and strong influencing and communication skills.



Responsibilities

- Development and implementation of the policies and strategies to govern the use of the internal CRM platform. This includes setting guidelines for data management, user behavior, content management, permission protocols and enablement.

- Working with different departments, external partners, and stakeholders to ensure the platform aligns with broader organizational goals and strategies

- Managing user engagement and support; addressing user concerns, providing support and escalation, facilitating user engagement to enhance user experience and satisfaction.

- Overseeing data access and permission policy, ensuring data integrity and security.

- Own user enablement and training, responsible for ongoing education to drive platform adoption and efficiency.

- Ensure effective communication channels available to the users to obtain CRM related collateral and updates

- Continuously seeking ways to improve platform through innovation; optimizing processes, exploring new technologies and staying abreast of industry trends

- Monitoring platform performance and user engagement metrics, providing insights to the leadership to inform decision making.