Product Operations Manager, Experience Ops, Strategy & Workflow - USDS
TikTok.com
Office
San Jose, California, United States
Full Time
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.
Acting as the Product team's business partner to the operations team. Possess a profound understanding of the platform and tool-related pain points that operational teams face daily. Provide product optimization recommendations from an operational perspective.
- Establish a data monitoring system to proactively track user experience, identify risks, and detect abnormal fluctuations from user feedback. Enable the team to promptly report bugs and issues, while also providing data to support continuous business optimization.
- Regularly review and optimize rules and strategies related to user experience. This includes improving our issue management workflow, from identification and reporting to assessment, resolution, and review.
- Collaborate closely with operation team leads to ensure that our workflow and tooling designs directly contribute to the goals for bug detection and resolution.
- Handle all experience operation related configuration work, including permissions management, automated notifications, automated user assignments, skill-based routing, and maintenance of auto-reply logic.
- Collaborate with PM and R&D to organize pre-launch testing with the operations team. Provide training to the operations team on how to use new features.
- Manage bug reporting: Act as the central point for reporting bugs encountered by the operations team in their daily use of tools and platforms, Keep track of issue life-cycle metrics to and use the metrics to drive the R&D team to resolve these issues in a timely manner.
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.
Acting as the Product team's business partner to the operations team. Possess a profound understanding of the platform and tool-related pain points that operational teams face daily. Provide product optimization recommendations from an operational perspective.
- Establish a data monitoring system to proactively track user experience, identify risks, and detect abnormal fluctuations from user feedback. Enable the team to promptly report bugs and issues, while also providing data to support continuous business optimization.
- Regularly review and optimize rules and strategies related to user experience. This includes improving our issue management workflow, from identification and reporting to assessment, resolution, and review.
- Collaborate closely with operation team leads to ensure that our workflow and tooling designs directly contribute to the goals for bug detection and resolution.
- Handle all experience operation related configuration work, including permissions management, automated notifications, automated user assignments, skill-based routing, and maintenance of auto-reply logic.
- Collaborate with PM and R&D to organize pre-launch testing with the operations team. Provide training to the operations team on how to use new features.
- Manage bug reporting: Act as the central point for reporting bugs encountered by the operations team in their daily use of tools and platforms, Keep track of issue life-cycle metrics to and use the metrics to drive the R&D team to resolve these issues in a timely manner.
Product Operations Manager, Experience Ops, Strategy & Workflow - USDS
Office
San Jose, California, United States
Full Time
September 19, 2025