Platform Trust & Experience Program Manager, Service Experience - USDS

About the Team

The Platform Trust & Experience (PTE) team, operating under TikTok LIVE, is the dedicated central hub for all USDS Risk Control and Service efforts. Our overarching vision is to best serve our users by providing a safe and fulfilling user experience that allows them to thrive on LIVE. Our core mission is to be the cornerstone that builds trust, enhances experience, assures safety, and improves efficiency for everyone, users, creators, and agencies alike. We operate as a pivotal global communication hub, strategically focused across three critical areas: Risk, Host Creator, and Paid User, making sure every facet of the LIVE experience is protected.



To fulfill this mission and uphold LIVE's value, the PTE team proactively collaborates with cross-functional teams to ensure strategic organizational alignment and efficiency, improve compliance efficiency, and mitigate various compliance risks that could impact the platform's stability.



Furthermore, we are dedicated to building a positive brand and elevating the user journey, providing pleasant service, and setting up critical policies that safeguard the entire community. Joining the PTE team means taking on a high-impact role essential for the continued success and growth of the TikTok LIVE community.



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.