Product Specialist, SME (Billing, Payment & TTO)

$!/$ #LifeAtTikTok #LifeAtTikTokDiversity & InclusionOur Philosophy Teams Advertising & SalesCorporate FunctionsDesignE-CommerceEngineering & TechnologyGlobal OperationsMarketing & CommunicationsProductTikTok USDS Joint Venture How we hire Applying to TikTokInterview tipsFAQ Locations Early Careers Early Careers at TikTokAmericasAsia PacificEurope and the Middle EastGlobal Frontier Tech Recruitment ProgramPhD OpportunitiesFAQs Blog Jobs Apply Company About TikTokNewsroomContact Programs TikTok for GoodTikTok for DevelopersEffect HouseAdvertise on TikTokTikTok RewardsTikTok BrowseTikTok Embeds Resources Help centerSafety CenterCreator PortalCommunity GuidelinesTransparencyAccessibility Legal Privacy PolicyCandidate Privacy Policy Terms of Service English日本語 $$ Global Operations Product Specialist, SME (Billing, Payment & TTO) Location: Singapore Employment Type: Regular Job Code: A232994A Apply to this job Share this listing: Responsibilities About the team The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs. Responsibilities AI Automation & Product Quality - Drive the Billing & Payment domain toward 80% automated reply coverage — Creating automated response, identifying gaps in current automation, defining the scope for AI-handled interactions, and working with product and AI teams to close the delta - Review and improve AI-generated automated replies for accuracy, tone, and resolution quality across Billing & Payment and TTO domains - Collaborate with AI and product teams to refine response logic, escalation triggers, and automation coverage based on domain expertise - Track automated reply performance against quality benchmarks and drive continuous improvement - Conduct quality assessments using established frameworks; maintain oversight of QA metrics and identify trends across agent and AI-handled interactions - Gather insights from internal teams, vendor feedback, and customer signals; feed into Product VOC loops and convert into execution-focused plans Vendor Performance, Training & Operations - Design and deliver vendor training covering onboarding, refreshers, and AI tool adoption; monitor Online SOP adoption rates and close compliance gaps - Analyze vendor CSAT and quality scores; translate findings into targeted coaching plans and measurable improvement mechanisms - Run calibration sessions to align vendors on ticket handling standards, SLA adherence, and AI-assisted workflows - Monitor vendor SLA performance across key metrics; flag risks early and partner with vendor managers to course-correct - Own knowledge content and Online SOPs in the in-house KM tool, ensuring they are current, standardized, and consistently adopted across vendor sites - Lead business reviews with vendor team leaders and cross-functional stakeholders to drive strategy, track progress, and hold sites accountable to quality targets Qualifications Minimum Qualification(s): - A minimum of 4+ years' experience in the ad tech industry - Analytical experience solving problems using data and providing actionable business insights - Proficient in delivering product training - Proficient in data analytics tools (e.g. Excel) - Knowledge in visualization tools (e.g. Tableau/Power BI) - Experience resolving and communicating about issues with both technical and non-technical audiences - Strong oral and written communication skills Job Information 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 Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​ 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. When we create and grow together, the possibilities are limitless. Join us.​ ​ Diversity & Inclusion​ 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 are passionate about this and hope you are too.​ Apply to this job /$/$ Ready for a career at TikTok? Discover a career that energizes and excites you every day. Search now English日本語 @2026TikTok