TikTok · 17 hours ago
Platform Trust & Experience Program Manager, Service Experience - USDS
San Jose, CA
Full-time
Onsite
Mid Level
$88K/yr - $151K/yrTikTok is a leading platform dedicated to inspiring creativity and bringing joy to its users. They are seeking a Platform Trust & Experience Program Manager to oversee risk control and service efforts, ensuring a safe and fulfilling user experience on TikTok LIVE.
Social MediaVideoMedia and EntertainmentMarketingContent CreatorsContent Discovery
No H1B
Responsibilities
Continuous Improvement: Own the lifecycle of our Standard Operating Procedures (SOPs). You will identify, rewrite, and refine our existing documentation, ensuring all policies are accurate and optimized for clarity and speed
Global Policy Alignment: Act as the guardian of documentation standards across our business lines, ensuring global consistency while remaining adaptable to the needs of a 24/7 international environment
Quality Assurance & Project Management: Provide PM support for quality management initiatives. You will translate QA findings into actionable process improvements, ensuring the feedback loop between the user support team, product team, and business is closed
Data-Driven Reporting: Analyze support data to report on trends, ticket volume, and team efficiency. You will compile weekly metrics to identify irregular patterns, using these insights to justify further process iterations
Root Cause Synthesis: Deep-dive into escalated tickets to identify systemic friction. You will collaborate cross-functionally with Product and Business teams to address root causes, ensuring that 'quick fixes' evolve into long-term solutions
Qualification
Required
BA/BS degree required
Relevant experience in operations or customer-facing roles within the technology, financial services, e-commerce, or digital payments industry
Exceptional research and writing skills. You must be able to take complex, messy information and synthesize it into succinct SOPs for diverse audiences
A self-starter mindset with the ability to work independently and manage the 'Continuous Improvement' cycle without constant supervision
Preferred
Experience with Continuous Improvement methodologies (e.g., Lean, Six Sigma, or similar process optimization frameworks)
Familiarity with ticketing management and data analysis
Prior experience in a 'Support Ops' or Quality-focused role within a fast-paced, high-growth tech environment
Benefits
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
10 paid holidays per year
10 paid sick days per year
17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
Company
TikTok
TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.
Founded in 2003
10001+ employees
Funding
Current Stage
Late StageLeadership Team
N Ali Mohamed
CEO
Blake Chandlee
VP Global Business Solutions
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