Job Description

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.

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.