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TikTok · 2 weeks ago

AI Operations Specialist, Customer Service Platform - USDS

San Jose, CA

Full-time

Onsite

Entry, Mid Level

$88K/yr - $151K/yr

2+ years exp

TikTok is the leading destination for short-form mobile video, and they are seeking an AI Operations Specialist to optimize and enhance their AI-driven customer service platform. The role involves improving model accuracy in feedback recognition and routing, ensuring inquiries are efficiently distributed to the right support teams through collaboration with AI teams and data-driven optimization.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

No H1B

Responsibilities

Partner closely with algorithm teams to refine NLP models, improving intent recognition accuracy and routing efficiency

Define optimization strategies based on business needs and model performance metrics

Design and maintain a business label structure to enhance model training and classification quality

Collaborate with customer service teams to design and implement high-quality data labeling processes

Conduct regular quality reviews of model outputs, validating results and driving continuous improvement initiatives

Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes

Analyze performance trends and use data-driven insights to propose actionable optimizations for both models and operational workflows

Act as a bridge between business and algorithm teams, ensuring technical solutions are aligned with operational goals

Communicate complex AI concepts and project updates clearly and effectively to non-technical stakeholders

Qualification

NLP modelsData analysisModel optimizationAI tools familiarityProblem-solvingCross-team collaborationCommunication skills

Required

Bachelor's degree with 2+ years of relevant experience in operations (AI/NLP operations, product operations, or data analysis) or equivalent practical experience (e.g., 4+ years of relevant experience without a degree)

Strong understanding of NLP models (e.g., BERT, GPT) and their practical business applications

Quick to learn and adapt, with the ability to master complex business processes and AI logic

Exceptional problem-solving skills, with the ability to independently analyze issues and drive solutions to completion

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States