Platform Trust & Experience Program Manager, Service Experience - USDS

- Root Cause Synthesis: Deep-dive into escalated tickets to identify systemic friction. You will collaborate cross-functionally with Product and Business teams to address root causes, ensuring that "quick fixes" evolve into long-term solutions.

Qualifications

Minimum Qualifications
- BA/BS degree required.
- Relevant experience in operations or customer-facing roles within the technology, financial services, e-commerce, or digital payments industry.
- Exceptional research and writing skills. You must be able to take complex, messy information and synthesize it into succinct SOPs for diverse audiences.
- A self-starter mindset with the ability to work independently and manage the "Continuous Improvement" cycle without constant supervision.

Preferred Qualifications
- Experience with Continuous Improvement methodologies (e.g., Lean, Six Sigma, or similar process optimization frameworks).
- Familiarity with ticketing management and data analysis.
- Prior experience in a "Support Ops" or Quality-focused role within a fast-paced, high-growth tech environment.

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.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $151112 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.

Client-provided location(s): San Jose, CA

Job ID: TikTok-7605751875083749637

Employment Type: OTHER

Posted: 2026-02-13T19:57:48