Product Operations Manager, Experience Management Platform & AI - USDS

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.



- Based on data analysis and industry insights, identify pain points within the entire user experience issue lifecycle—from detection and analysis to reporting—and drive platform and tool optimization.

- Possess strong end-to-end problem decomposition skills, covering user needs comprehension, scenario-based pain point identification, knowledge base/dialogue strategy design, and performance validation.

- Familiar with foundational AI concepts (including intent recognition and AI Agent design), with the ability to efficiently optimize knowledge bases and SOPs (Standard Operating Procedures) in alignment with business scenarios.

- Model Optimization and Strategy: Partner closely with algorithm teams to refine LLM/NLP models, improving intent recognition accuracy and routing efficiency；Define optimization strategies based on experience improvement needs and model performance metrics.