TikTok
Platform Product Operations Manager (Music Distribution) - TikTok (San Jose)
San Jose, California, United States of America
Sponsorship not specifiedDetected 5 hours ago
SwiftAccount ManagementBusiness DevelopmentCustomer SuccessSignal ProcessingLeadershipCommunicationCollaboration
About the role
- You will oversee the entire lifecycle of artists and record labels-from onboarding and music distribution to royalty payouts-ensuring a seamless, high-satisfaction, and low-churn experience.
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.
- 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.
- Launched in 2021, it is designed to empower artists and labels by providing a direct route to TikTok's massive ecosystem while also distributing music to all major global streaming services.
- In this role, you will design and execute the overarching user operations strategy for our music distribution platform.
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
- 5+ years of experience in User Operations, Customer Success, or Account Management within the tech/SaaS sector, with 2+ years in team leadership experience
- 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.
Nice to have
- Experience in the music industry, creator economy, or SaaS platforms is highly preferred.
- Direct operational experience within a music distribution platform, with familiarity in industry standards such as DDEX, ISRC, and UPC.
- Experience in handling large-scale user complaints, public relations crises, or high-risk policy incidents.
- Passion for Music: A genuine love for music, with a strong understanding of-or a continuous desire to learn about-music creation, digital distribution, and the copyright ecosystem.
Benefits
- Establish a data-driven user health monitoring system; analyze usage patterns to identify at-risk users early, and design targeted reactivation and retention initiatives.
Company info
- SoundOn is TikTok's official, all-in-one music distribution and marketing platform.
- We are looking for a experienced strategic Platform Product Operations Manager to lead projects and help scale our user operations team.
This listing is sourced directly from TikTok's careers page and normalized into a canonical job model.