Responsibilities

SoundOn is TikTok's official, all-in-one music distribution and marketing platform. 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. We are looking for a experienced strategic Platform Product Operations Manager to lead projects and help scale our user operations team. In this role, you will design and execute the overarching user operations strategy for our music distribution platform. 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. - 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

Minimum 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. Preferred Qualifications - 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 building a User Operations/Customer Success department or system from 0 to 1. - 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.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $108800 - $288000 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).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.