Product Operations Manager, Customer Service Platform - USDS
TikTok.com
Office
San Jose, California, United States
Full Time
About the Team
The Platform Operations Specialist role is part of a team that provides support to a Customer Support platform that that is used by TikTok's various businesses. Our team is at the heart of TikTok's user support experience, dedicated to delivering industry-leading service. Our mission is to ensure that every user receives efficient and accurate solutions whenever they encounter issues. To achieve this, we focus on three key objectives:
Our work is driven by three core priorities:
- Easy Access to Support – Streamlining users help channels to make it faster and more intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction.
- Precise Ticket Routing – Leveraging intelligent categorization and routing systems to ensure user inquiries reach the right support teams, improving resolution efficiency.
- Empowering Internal Teams – Building robust platforms and tools to equip our support teams with smart, efficient resources, enabling them to deliver professional and user-centric service.
We are looking for a Platform Operations Specialist to focus on supporting the customer service team in effectively utilizing internal platforms, enhancing service efficiency, and driving business performance. You will serve as a bridge between business teams and product/technical teams, deeply understanding the pain points of the customer service team, identifying needs, and driving optimization initiatives. Additionally, you will analyze data to uncover issues, propose solutions, and ultimately help the team achieve business goals.
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
The Platform Operations Specialist role is part of a team that provides support to a Customer Support platform that that is used by TikTok's various businesses. Our team is at the heart of TikTok's user support experience, dedicated to delivering industry-leading service. Our mission is to ensure that every user receives efficient and accurate solutions whenever they encounter issues. To achieve this, we focus on three key objectives:
Our work is driven by three core priorities:
- Easy Access to Support – Streamlining users help channels to make it faster and more intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction.
- Precise Ticket Routing – Leveraging intelligent categorization and routing systems to ensure user inquiries reach the right support teams, improving resolution efficiency.
- Empowering Internal Teams – Building robust platforms and tools to equip our support teams with smart, efficient resources, enabling them to deliver professional and user-centric service.
We are looking for a Platform Operations Specialist to focus on supporting the customer service team in effectively utilizing internal platforms, enhancing service efficiency, and driving business performance. You will serve as a bridge between business teams and product/technical teams, deeply understanding the pain points of the customer service team, identifying needs, and driving optimization initiatives. Additionally, you will analyze data to uncover issues, propose solutions, and ultimately help the team achieve business goals.
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