Platform Product Operations Manager (Music Distribution) - TikTok (San Jose)

About the role

TikTok is the leading destination for short-form mobile video. We are seeking a strategic Platform Product Operations Manager to lead the user operations team and ensure a seamless, high-satisfaction, and low-churn experience for artists and record labels.

Responsibilities

• Lead End-to-End User Operations Strategy: Own the complete lifecycle operations for artists and record labels (onboarding, release distribution, and financial settlement), proactively resolving bottleneck issues to drive user satisfaction and retention.
• Establish Issue Resolution & Incident Mechanisms: Build and refine rapid-response workflows to monitor and address distribution anomalies (including metadata errors, DSP rejections, copyright disputes, and takedowns), coordinating internal and external resources for swift resolution.
• Drive Product Optimization via User Feedback: Develop deep empathy for artist and label pain points; establish a robust feedback loop to translate high-frequency inquiries and user friction into structured product requirements, driving continuous product iterations.
• Build Operational Infrastructure & Self-Service Tools: Strategize and build efficient internal admin consoles and user-facing self-service diagnostics tools to improve troubleshooting efficiency, minimize manual intervention, and provide timely support.
• Monitor User Health & Retention: Establish a data-driven user health monitoring system; analyze usage patterns to identify at-risk users early, and design targeted reactivation and retention initiatives.
• Team Leadership & Standardization: Build, mentor, and manage the user operations team; establish Standard Operating Procedures (SOPs) for issue resolution, and elevate the team's domain expertise in music distribution and customer service.

Qualifications

• Experience: 5+ years of experience in User Operations, Customer Success, or Account Management within the tech/SaaS sector, with 2+ years in team leadership experience
• User-Centric Mindset: Deep empathy and sharp user insight, with the ability to think from the perspective of artists and labels, and a genuine passion for solving complex, professional user pain points.
• Analytical & Systems Thinking: Strong logical analysis and system-thinking capabilities; able to identify systemic risks within the distribution pipeline and implement fundamental, long-term solutions.
• Cross-functional Collaboration: Outstanding communication and coordination skills, with a proven track record of effectively collaborating with Product, Engineering, and Business Development teams to resolve issues.

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

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. Join us.

Job Information

[For Pay Transparency] Compensation Description (Annually) The base salary range for this position in the selected city is $108,800 - $288,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).