Product Operations Manager, Customer Service Platform - USDS

Responsibilities

About the Team

The Platform Operations Specialist role is part of a team that provides support to a Customer Support platform that that is used by TikTok's various businesses. Our team is at the heart of TikTok's user support experience, dedicated to delivering industry-leading service. Our mission is to ensure that every user receives efficient and accurate solutions whenever they encounter issues. To achieve this, we focus on three key objectives:

Our work is driven by three core priorities:

• Easy Access to Support – Streamlining users help channels to make it faster and more intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction.
• Precise Ticket Routing – Leveraging intelligent categorization and routing systems to ensure user inquiries reach the right support teams, improving resolution efficiency.
• Empowering Internal Teams – Building robust platforms and tools to equip our support teams with smart, efficient resources, enabling them to deliver professional and user-centric service.

We are looking for a Platform Operations Specialist to focus on supporting the customer service team in effectively utilizing internal platforms, enhancing service efficiency, and driving business performance. You will serve as a bridge between business teams and product/technical teams, deeply understanding the pain points of the customer service team, identifying needs, and driving optimization initiatives. Additionally, you will analyze data to uncover issues, propose solutions, and ultimately help the team achieve business goals.

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

Qualifications

Minimum Qualifications

• Bachelor's degree with relevant experience in operations roles (platform/product/customer service)
• Fast learner who can quickly master complex business processes and system capabilities
• Excellent problem-solving skills with 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. For this position, the Company does not provide sponsorship or any immigration-related benefits.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day.

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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakt