Business Operations Scaled Support Manager, Mso
hace 6 meses
Responsibilities
TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.
**About the team**:
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 Help Desk Manager, 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.
**What you will do**:
**1. Process Reengineering**:
- Assess current organizational processes and identify areas for improvement.
- Lead cross-functional teams to redesign and streamline processes for enhanced efficiency and effectiveness.
- 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.
**6. Process Improvement**:
- Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction.
- Collaborate with other departments, such as CRM team, Finance, Tax, Legal and others, to understand pain-points.
- Stay informed about best practices, by working with cross-functional global partners, to incorporate improvements into the ticket support system.
**Qualifications**:
- 5+ years of experience working in a support function, sales support is a plus.
- 3+ years of experience managing a ticket system is a plus.
- 3+ years of team management experience.
- 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.
- Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.
- 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 Google products (specifically Excel and Google Sheets).
- 5+ years with major sales CRM platforms (i.e. SalesForce, Insightly, Boostr, etc.), Order Management Systems (i.e. Operative, FatTail, Prisma, etc.) and Ads Platforms (i.e. Google Ads Manager, Facebook, Snapchat, etc.)
- Base location: Mexico City
- Fluent in Spanish and English, Portuguese is a plus
TikTok is committed to creating an inclusive space where employees ar
-
Operations Manager
hace 6 meses
Bogota, Colombia IntouchCX A tiempo completoAbout IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
Regional Operations Manager
hace 6 meses
Bogota, Colombia Wood Plc A tiempo completoOverview / Responsibilities: Wood is seeking a passionate and dynamic **Regional Operations Manager** to lead, direct and coordinate all the strategy, sales operations and administrative functions related to the Process & Chemicals end market (in principle) within Technical Consulting (TC) Americas in support of positioning the overall Wood Consulting...
-
Regional Operations Manager
hace 6 meses
Bogota, Colombia Wood Plc A tiempo completoDescripción general / **Responsabilidades**: Wood is seeking a passionate and dynamic **Regional Operations Manager** to lead, direct and coordinate all the strategy, sales operations and administrative functions related to the Process & Chemicals end market (in principle) within Technical Consulting (TC) Americas in support of positioning the overall Wood...
-
Manager, Business Operations
hace 6 meses
Bogota, Colombia Coupa Software A tiempo completoThrough the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees - our Coupanians - come together to co-create ideas and innovations that impact the power of...
-
Operations Manager
hace 6 meses
Bogota, Colombia TaskUS A tiempo completo**Job Description: Operations Manager** What does an Operations Manager really do? Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs we make sure we hire the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Come on now, we...
-
Digital Operations Manager
hace 6 meses
Bogota, Colombia Advanced Digital Media Services, Inc. A tiempo completo**Job Role**:Operations Manager **Job Type**:Management The **Digital Operations Manager** is responsible for the efficient and effective execution of digital marketing services. This role involves coordinating, managing, and optimizing various operational processes to ensure the highest level of service delivery to our clients. The Digital Operations...
-
Sales Operations Manager
hace 6 meses
Bogota, Colombia Juniper Networks A tiempo completo**Sales Operations Manager** **Hybrid Role from Bogota, Colombia** The Inside Service Operations Manager plays a pivotal role within the Juniper Service sales team, overseeing the team's operations to proactively renew expiring service and subscription contracts. This position encompasses both leadership and operational responsibilities, with a primary...
-
Operations Manager
hace 6 meses
Bogota, Colombia Continuum Global Solutions A tiempo completoBogotá, Bogotá D.C., CO, 111611**Description**: - At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our...
-
Technical Account Manager
hace 6 meses
Bogota, Colombia Radware Bot Manager A tiempo completoTechnical Account Manager - (2400001S) The Technical Account Manager will be responsible for the customers in North America and their activities related to the managed services. The technical account manager will represent the customer inside Radware and will act as the focal point and escalation manager. This position will work in front of customers to...
-
Business Information Security Manager
hace 7 meses
Bogota, Colombia Wood Plc A tiempo completoOverview / Responsibilities: Wood is currently recruiting for a **Business Information Security Manager** to join our team in Bogota, Colombia. **Job Objective**: Accountable to the Business Information Security Officer / Technology Security Manager - Senior for the implementation and operational management of Information Security Operations and associated...
-
Operations Manager Ii
hace 6 meses
Bogota, Colombia Webhelp A tiempo completo**Customer Service/Support** **Location** - Bogota, Colombia*** Job Title: Operations Manager II **Job Description**: The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and...
-
Studio Operations Manager
hace 6 meses
Bogota, Colombia Electronic Arts A tiempo completoAt Electronic Arts, we exist to Inspire the World to Play. We create amazing experiences for our players everywhere and we consider our players’ experiences first in everything we do. Creating transformational experiences requires constant innovation and brilliant, passionate people. We are developing extraordinary new game experiences by bringing together...
-
Manager Platform Operations Ecom
hace 6 meses
Bogota, Colombia Adidas A tiempo completoManager Platform Operations eCom LAM - Area: eCommerce Latin America Department: eCommerce Latin America Direct Reporting Line: Sr Platform Operations Manager eCom Subsidiary/Country: Colombia / Latin America Location: Bogota, Colombia- Purpose & Relevance for the Organization: - The Adidas platform landscape is rapidly transforming we need talented...
-
FP&A Lead Latin America
hace 5 meses
Bogota, Colombia Trane Technologies A tiempo completo: FP&A Lead for Latin America. This is a key role within the Latin America FP&A team that will provide foundational development opportunities for future career growth. This role is responsible for providing analytical and business decision support across all functions including Services, Product Management, Supply Chain, IT, Finance, HR and...
-
Assistant Manager Hype Operations
hace 6 meses
Bogota, Colombia Adidas A tiempo completoWhat will you do? - Ensure the expected consumer experience for CONFIRMED APP articles in NAM and LAM- What type of projects will you be involved in? - All ONLINE DROPS that come through CONFIRMED APP in US, CA, MX and BR- With what will you work? - +8 different integrated systems that compile all necessary information to make a product launch- Who will be...
-
Operations Manager
hace 6 meses
Bogota, Colombia SoftwareOne A tiempo completoJob Function: Software & Cloud Marketplace The role: Join our Marketplace Delivery team! We look forward to learning more about you and exploring how, working together, we can build an exceptional team. **Operations Manager** Full Time | Location: Colombia| Hybrid Model **You will be accountable for**: - Align with company’s strategic objectives,...
-
Operations Manager
hace 6 meses
Bogota, Colombia SoftwareOne A tiempo completoJob Function: Software & Cloud Marketplace The role: Join our Marketplace Delivery team! We look forward to learning more about you and exploring how, working together, we can build an exceptional team. **Operations Manager** Full Time | Location: Colombia| Hybrid Model **You will be accountable for**: - Align with company’s strategic objectives,...
-
Workforce Manager
hace 6 meses
Bogota, Colombia IntouchCX A tiempo completoAbout IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
Business Support Spec 2
hace 6 meses
Bogota, Colombia Juniper Networks A tiempo completoBusiness Support Spec 2 As a Business Support Specialist, you will play a pivotal role in ensuring the smooth operation of our business and providing essential support to our teams. You will be responsible for facilitating communication, managing administrative tasks, and optimizing workflows to enhance interaction, efficiency, and...
-
Commercial Operations Manager Latin America
hace 6 meses
Bogota, Colombia Illumina A tiempo completoWhat if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases...
