Product Operations Manager, Experience Management Platform & AI - USDS
Responsibilities
About the team:
Our Customer Service Platform team builds and supports an all-in-one customer service platform for TikTok and international business teams, delivering both traditional and intelligent support solutions.
Through our intelligent customer service initiatives, we are developing a chatbot that lowers the barrier for users to access help, enabling faster self-service issue resolution while significantly reducing human workload.
The Experience Operations Product team aims to maintain the stability, security, simplicity, and ease of use of TikTok's products. We effectively support business growth, balance multiple business needs, and help TikTok become a comprehensive platform that connects people, content, and services.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
- Based on data analysis and industry insights, identify pain points within the entire user experience issue lifecycle-from detection and analysis to reporting-and drive platform and tool optimization.
- Possess strong end-to-end problem decomposition skills, covering user needs comprehension, scenario-based pain point identification, knowledge base/dialogue strategy design, and performance validation.
- Familiar with foundational AI concepts (including intent recognition and AI Agent design), with the ability to efficiently optimize knowledge bases and SOPs (Standard Operating Procedures) in alignment with business scenarios.
- Model Optimization and Strategy: Partner closely with algorithm teams to refine LLM/NLP models, improving intent recognition accuracy and routing efficiency;Define optimization strategies based on experience improvement needs and model performance metrics.
Qualifications
Minimum Qualifications:
- Bilingual proficiency in Mandarin, with the ability to communicate effectively with engineering teams based in China and to read and draft professional work documents in Chinese.
- 5 years of work experience (2+ years of relevant experience in AI/NLP operations), in-depth understanding and judgment of industry development, user experience, and competitor dynamics, with keen insight and analytical skills.
- Bachelor's degree or above.
- Quick to learn and adapt, with the ability to master complex business processes and AI logic.
Preferred Qualifation:
- Experience working with global counterparts.
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 for 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.
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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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.