Customer Service Operation Manager - CapCut

Responsibilities

The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including but not limited to privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team closely collaborates with various central departments of the company to ensure the smooth development of products.

The team primarily consists of Product and Operations who are based across Beijing, Shenzhen, and San Jose. The business covers both mature and early-stage products, with a presence in both China and global markets. The work environment offers high flexibility and abundant opportunities for growth.
Whether in Product or Operations, we hope you possess proficient working skills internationally, strong self-motivation, learning ability, and long-term optimism and resilience.

Responsibilities
- Manage the delivery operations of multiple businesses, ensuring targets for user experience, cost efficiency, and organizational health
- Focus on user service experience by analyzing daily service data and user feedback to identify and improve
deficiencies in product and service processes, driving continuous optimization
- Oversee service efficiency and costs, leading the team to enhance service efficiency and optimize service
costs through product optimization, personnel management, and process improvement
- Cultivate a user-first service culture, achieving high-performance operational goals through standardized
workplace practices
- Manage multi-channel service resources and optimize workforce models to enhance service quality and
efficiency

Qualifications

Minimum Qualifications
- Proven experience in managing overseas customer service center delivery
- Well-developed service delivery and operational management methodologies, with the ability to quickly
establish and continuously optimize an efficient operational system
- Ability to adapt to a fast-changing business environment and a rapid work pace
- Strong English proficiency, capable of using it as a working language for communication

Preferred Qualifications
- Strong horizontal pulling and collaborative promotion capabilities, and can promote multi-department collaboration from the perspective of global optimization
-Proficiency in Chinese is required to effectively communicate and collaborate across regions, including internal teams based in Mainland China.

Job Information

About CapCut

CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.​

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.​

As ByteDancers, 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. 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​

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.​