Product Operations Manager, Customer Service Platform - USDS

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.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $202667 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-7595748252982249733

Employment Type: OTHER

Posted: 2026-01-17T20:02:45