Product Operations Manager, Customer Service Platform

TikTok is seeking a Product Operations Manager for the Customer Service Platform. This onsite role in San Jose offers a competitive salary range from $88,000 to $202,667 per year, plus a robust benefits package and a culture that values collaboration, growth, and impact.

The position focuses on optimizing platform operations to boost service efficiency and align feature work with business goals. You will bridge business, product, and engineering teams to analyze data, identify opportunities, and drive initiatives that improve the customer support experience.

Responsibilities

• Develop a deep understanding of the customer service team's workflows and pain points to spot optimization opportunities within the platform
• Prioritize requirements and collaborate with product and engineering teams to drive implementation that aligns with business needs
• Improve the user experience for agents and enhance operational efficiency
• Oversee the rollout of optimization initiatives and verify that delivered features meet expected outcomes
• Monitor platform usage and analyze key customer service metrics such as response time and resolution rate
• Detect issues through data analysis, identify root causes, and propose actionable optimization recommendations
• Serve as the liaison between business stakeholders and product/technical teams to ensure clear requirement transmission and efficient execution
• Coordinate multi-team resources to deliver cross-team projects on schedule and meet business objectives

Requirements

• Bachelor's degree with relevant experience in operations roles spanning platform, product, or customer service
• Fast learner who can quickly master complex business processes and system capabilities
• Excellent problem solving with the ability to independently analyze issues and drive solutions to completion

Benefits

• Medical, dental, and vision insurance
• 401(k) savings plan with company match
• Paid parental leave
• Short-term disability coverage
• Long-term disability coverage
• Life insurance
• Wellbeing benefits
• 10 paid holidays per year
• 10 paid sick days per year
• 17 days of Paid Personal Time, prorated at hire and increasing with tenure

About the Team

The Platform Operations Specialist supports TikTok's customer support platform used across the business. The team sits at the heart of the user support experience and is dedicated to delivering industry-leading service. The mission is to ensure users receive efficient and accurate solutions when issues arise, supported by a focus on enabling smooth cross-team collaboration.

Why join us

• Creativity at the core of TikTok's mission. The product empowers authentic expression, discovery, and connection, backed by diverse, global teams.
• We value great people and great work. Curiosity, humility, and a drive to make an impact guide our fast-growing tech environment. Challenges are seen as opportunities to learn and innovate as one team, with an Always Day 1 mindset.
• Diversity and Inclusion. TikTok is committed to an inclusive workplace that values varied perspectives and experiences, reflecting the communities we serve.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in recruitment processes for candidates with disabilities or other protected needs. If you need assistance, please reach out at https://tinyurl.com/USDS-RA.

About USDS

TikTok USDS Joint Venture LLC focuses on safety and security for the millions who create, discover, and connect on our apps. The venture operates on a fully onsite model to support fast decision-making, aligned development, and integrated execution across teams.