CRM Strategy and Operations Manager, SMB Monetization Strategy & Operations

$103,000 - $180,000/Yr

Tiktok - New York, NY

Full-time - Mid Level

New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

TikTok is the leading destination for short-form mobile video, with a mission to inspire creativity and bring joy. The Global Monetization Strategy & Operations (MSO) organization plays a crucial role in enabling TikTok's advertising business growth. This position, the Global CRM Product Operations and Strategy Specialist, is pivotal in driving CRM product adoption, focusing on tooling scalability, effectiveness, and efficiency. The role involves collaborating with cross-functional teams to identify needs and proactively find solutions to improve processes and tooling, thereby enabling business scale and reducing friction and manual work across the organization. In this role, you will define, build, and lead global cross-functional programs that deliver end-to-end solutions for commercial insights development and delivery through online systems and practices. You will apply both outside-in and inside-out insights to advocate for system and feature development, engaging in best practice approaches. Analyzing and evaluating key aspects of business processes and tooling will be essential, as you identify global and regional improvement opportunities and make recommendations to senior management based on business cases. You will also gather business feedback related to system and tooling needs, prioritize business asks, and shape the roadmap to drive efficiency and effectiveness. Additionally, you will own business requirements documentation (BRD) related to system and tooling needs, oversee system/tooling go-to-market (GTM) execution, user acceptance testing (UAT), signoff, and enablement. Acting as a subject matter expert (SME) for partner teams regarding system, tooling, and process design will be a key responsibility. You will also manage business communications related to system/tooling GTM execution and enablement, maintaining documentation and system/tooling expertise. Building strong, trusting partnerships will be crucial to mobilize people and influence across a broad range of partners, leaders, and organizations.

Responsibilities

• Define, build and lead global cross-functional programs to deliver end-to-end solutions that enable commercial insights development and delivery via online systems & practices
• Apply an outside in and inside out insights, advocate in driving system and feature development by engaging best practice approach
• Analyze and evaluate key aspects of the business process and tooling; identify global and regional improvement opportunities and make recommendations to senior management based on business cases while aligning with system and tooling teams to eliminate process gaps
• Gather business feedback related to system and tooling needs, prioritize business asks and shape roadmap to drive efficiency and effectiveness
• Own business requirements documentation (BRD) related to system and tooling needs, oversee system/tooling GTM execution, UAT testing, signoff and enablement
• Act as SME for partner teams when it comes to system, tooling and process design
• Own business communications related to system/tooling GTM execution and enablement, maintenance of documentation, system and tooling expertise
• Build strong, trusting partnerships to readily mobilize people and influence across a broad range of partners, leaders, and organizations

Requirements

• Bachelor degree is a minimum, preferably in Management Information Systems (MIS) or a related field
• 3+ years of experience in operations, CRM, product or program management role within a fast-paced technology company
• Experience developing product, operational or systems-related strategies for a global or multinational sales organization
• CRM (Salesforce, Microsoft Dynamics 365), Product Marketing or Consulting experience in the technology sector and demonstrated ability to contribute at strategic, operational and tactical levels

Nice-to-haves

• Passion and experience leading functional initiatives, with proven track record in taking projects from inception to execution and results
• Strong problem-solving and analysis skills, ability to solve complex and diverse business problems (commercial, operational, organizational) and synthesize findings into narratives for leadership
• Strong written and verbal communication skills, with a track record of presenting to senior management and stakeholder management
• Expert in process design and documentation, optimization and GTM execution
• Is a self-starter and has the ability to work independently, multitask and adapt to changing priorities

Benefits

• 100% premium coverage for employee medical insurance
• Approximately 75% premium coverage for dependents
• Health Savings Account (HSA) with a company match
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans
• Flexible Spending Account (FSA) Options like Health Care, Limited Purpose and Dependent Care
• 10 paid holidays per year
• 17 days of Paid Personal Time Off (PPTO)
• 10 paid sick days per year
• 12 weeks of paid Parental leave
• 8 weeks of paid Supplemental Disability
• Mental and emotional health benefits through EAP and Lyra
• 401K company match
• Gym and cellphone service reimbursements