Workflow Strategist, Customer Support - USDS

- Project Intake: Collaborate with XFN teams (e.g., Product, Algo/Eng) for new projects, gathering necessary information to support planning and resource allocation.
- Operational Readiness & Risk Assessment: Conduct impact assessments for proposed policy or product changes (including volume changes, complexity, and resourcing needs) prior to implementation.
- Ensure thorough documentation, risk reduction, resources are properly allocated and equipped, and issues are managed.

II. Workflow Strategy & Resource Allocation
Design and implement strategies for efficient resource deployment.
- Strategy Designation: Design and execute an operations strategy for allocating workflows between in-house and BPO teams, maximizing effectiveness of the CS infrastructure.
- Capacity Alignment: Work with Capacity and Workforce Management teams for proper staffing and forecasting align with workflow strategy.
- Enablement Coordination: Coordinate with Training and Quality teams for new requests to ensure necessary training materials are developed and allocated.

III. Queue Health & Optimization
Maintain the operational health, efficiency, and continuous improvement of the CS queues.
- Performance Monitoring: Set achievable targets and hold CS teams accountable to those standards in coordination with XFN teams (e.g., Site Management, Risk Management, QA).
- Process Optimization: Proactively identify bottlenecks, redundancies, and opportunities for automation within existing workflows. Develop and implement innovative solutions to drive continuous efficiency gains.
- Queue Health Assessments: Assess the effectiveness and health of CS products and propose changes to optimize/normalize the queue and CS workflow to improve business operation efficiency (e.g., identifying strategy issues or initiating queue interface changes).
- SLA/KPI Analysis: Coordinate with stakeholders to analyze efficiency & productivity metrics (SLAs) and/or quality metrics (KPIs) and create operational plans to address root causes and escalate CS issues.

IV. Systems, Documentation, and Communication
Maintain system integrity and ensure clear communication across the organization.
- Queue Creation: Ensure queues are ready for use by creating production and training queues, binding the relevant policy, aligning with the product team on template changes/requirements, enqueueing training cases, creating the logical queue, and updating associated documentation.
- System Expertise (SME): Act as the primary operational Subject Matter Expert for workflow management tools (e.g., ticketing systems, routing logic) to configure, test, and troubleshoot queue setup and logic.
- Knowledge Management: Create and manage all knowledge about workflows within the organization, ensuring documentation reflects the most up-to-date information for both product details and CS workflows.
- Stakeholder Communication: Connect all stakeholders to keep everyone informed of the plans, strategies, and updates required to complete projects. Track progress and share updates and changes in a timely manner, while keeping all parties accountable.

V. Data Analysis & Reporting
Use data to drive strategy and provide operational visibility.
- Data Analysis: Conduct regular analysis of operational metrics (SLAs, KPIs, throughput, efficiency) to identify performance gaps and emerging trends within the CS environment.
- Reporting: Prepare executive-level reports on workflow health and project impact to inform leadership decisions.

Qualifications

Minimum Qualifications:
- 5+ years of experience in Operations Strategy, Program Management, or Business Process Engineering within a global tech firm.
- Large-Scale Systems: Proven track record of managing workflows that support large volume of users or high-volume ticket environments (e.g., 100k+ monthly interactions).
- Strategic BPO Governance: Experience not just working with BPOs, but designing Global Delivery Models-deciding where work lives based on cost, complexity, and security requirements.
- Workflow Logic: Demonstrated experience in building, managing, and optimizing complex ticketing systems, routing logic, and queue infrastructures.
- System Architecture: Deep expertise in the logic layer of support tools (e.g., designing complex API integrations between CRM and internal security tools).
- Advanced Analytics: Mastery of SQL and data modeling to build predictive dashboards that forecast "queue blowouts" before they happen.
- Change Management and Risk Assessment: Ability to lead organizational shifts when policies change, ensuring thousands of agents are aligned and ability to conduct impact analysis and identify operational bottlenecks before they affect the user experience, and exceptional skill in creating technical workflows, SOPs, and internal knowledge base articles.

Preferred Qualifications:
- Certifications: PMP (Project Management Professional), Lean Six Sigma (Green or Black Belt), or COPC (Customer Operations Performance Center).
- WFM Familiarity: Understanding of Workforce Management (WFM) principles, including forecasting and capacity planning.
- Industry Context: Previous experience in Trust & Safety, Content Moderation, or U.S. regulatory compliance environments.
- Agile Methodology: Experience working in an Agile environment to support rapid product/policy deployments.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $110223 - $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-7598574897501817093

Employment Type: OTHER

Posted: 2026-02-07T19:53:59