Senior Platform Operation Specialist - Trust and Safety
TikTok.com
Office
San Jose, California, United States
Full Time
About the team:
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.
This Senior Platform Operation Specialist is mainly responsible for leading the platform operation specialist team to analyze and maximize user feedback tickets insights, provide and implement best solutions to enhance ticket handling effectiveness, and bring optimizations to product and business teams via close collaborations with oncall teams, product teams, engineer teams and other business partners teams.
Responsibilities
- Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop
- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training
- Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights
- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team
- Coordinate internal and external resources based on operational activities' requirement, priority & complexity
- Develop the platform operation specialist team and support the members' career growth
Qualifications
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.
This Senior Platform Operation Specialist is mainly responsible for leading the platform operation specialist team to analyze and maximize user feedback tickets insights, provide and implement best solutions to enhance ticket handling effectiveness, and bring optimizations to product and business teams via close collaborations with oncall teams, product teams, engineer teams and other business partners teams.
Responsibilities
- Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop
- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training
- Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights
- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team
- Coordinate internal and external resources based on operational activities' requirement, priority & complexity
- Develop the platform operation specialist team and support the members' career growth
Qualifications
Senior Platform Operation Specialist - Trust and Safety
Office
San Jose, California, United States
Full Time
September 10, 2025