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TikTok · 18 hours ago

Product Operations Manager, Customer Service Platform - USDS

San Jose, CA

Full-time

Onsite

Mid Level

$88K/yr - $203K/yr

TikTok is a leading destination for short-form mobile video, and they are seeking a Platform Operations Specialist to support their Customer Service platform. The role involves optimizing user support processes, enhancing operational efficiency, and acting as a liaison between business and technical teams to improve service delivery.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

No H1B

Responsibilities

Gain deep understanding of customer service team's workflows and pain points to identify platform optimization opportunities

Prioritize requirements and collaborate with product/technical teams to drive implementation, ensuring platform functionality aligns with business needs

Enhance the customer service team's user experience and operational efficiency

Track and drive the implementation of optimization initiatives to ensure delivered features meet expected outcomes

Monitor platform usage data and analyze key customer service metrics (e.g., response time, resolution rate)

Identify potential issues through data analysis, diagnose root causes and propose actionable optimization recommendations to boost operational efficiency

Serve as liaison between business and product/technical teams to ensure clear requirement transmission and efficient execution

Coordinate multi-team resources to deliver cross-team projects on schedule and achieve business objectives